We are seeking a skilled voice engineer to support and maintain our telecommunication infrastructure, focusing on Avaya, Ribbon SBC, Microsoft Teams, Verba, Verint and Nice Call Recording system. The ideal candidate will have a strong background in voice Engineering, with experience in system configuration, performance tuning, incident manager, Project management and upgrades. They should possess relevant technical certifications, Excellent problem-solving abilities, and strong communication skills to collaborate effectively with IT, network, and security teams. The role involves providing expert support, ensuring system compliance with security standards.
Scope: -
- System support to ensure Avaya, Ribbon SBC, Microsoft Teams, Verint Verba, Verint, and nice call Recording systems work smoothly and to fix any issues that arise.
- Set up, integrate, and configure voice systems, manage user’s setups, implement call routing, and integrate them with other communication tools.
- Monitor and troubleshoot system performance, adjust settings for optimal functions and promptly resolve any technical problems.
- Update and document system changes and Baseline documents, apply patches and maintain clear records of system configuration and changes.
- Collaborate with IT, Network, Wintel, Security, Cloud and Data centre Teams to implement effective work practices.
Responsibilities: -
- Perform change request across all Voice technologies based on new design standards and business requirements.
- Provide Voice fault investigation, troubleshooting, resolution, recovery, and root cause analysis within specified timeframes while managing escalation effectively.
- Review and implement complex changes and device upgrades in critical environments.
- Manage Voice operations and provide technical support for Enterprise Voice/Contact Centre.
- Manage service status, escalations, track major incidents and service issues. Coordinate updates to management and manage communications to users.
- Management Voice system Performance management, Patch management and capacity planning for all the Voice infrastructure
- Perform change request across all Voice technologies based on new design standards and business requirements.
- Renew Certificate of all the Voice systems to comply with bank policies.
- Deliver and implement Voice projects according to Bank standards and requirements.
- Update all project stakeholders on the project status and progress.
Qualifications, Skills and Experience Essential
- Bachelor’s degree and/or equivalent experience in Information Technology, Computer Science, Telecommunication.
- Qualifications for unified communication systems include expertise in Microsoft Teams, Avaya UC and Contact Centre Technology.
- Extensive experience managing compliance recording systems, includes Verint, Avaya ACR, Verint Verba, Nice Call Recoding/NTR-X)
- Experience with Session Border Controllers such as Ribbon SBC, Audio Code SBC, and Avaya SBC.
- Experience with IPC Trading systems (Unigy, Agility, Turrents).
- Experience in configurating and troubleshooting voice End points such as Avaya 96XX, J Series Phones, Softphones like one-x communicator and one-x agent, Poly Teams headphones.
- Hands-on Experience in configuring hunting lines, coverage paths, and trunking in both in Avaya and Teams Environment.
- Experience with monitoring products like EMS and Prognosis. Creating Dashboards would be advantageous.
- Working knowledge of H.323, SIP, DNS, SSL, DHCP and understanding of load balancer, firewalls.
- In depth knowledge of architectures, monitoring, security control, redundancy, and high availability for unified communications system
- Knowledge of the latest trends for Unified Communications Services
- Certification in UC platform Microsoft Teams, Avaya, Unigy (IPC)
- Certification in Ribbon & Audio Code SBC
- Certification in compliance Recording platform like Verint, Verint Verba, Nice Recording/NTR-X.
- Certification like ITIL, PMP is advantage.
Representative experience should include:
- Voice and Unified communications systems qualifications (Cisco / Avaya / Nice / Verint / Microsoft
- Session border controllers.
- IPC trading systems (Unigy / Agility / Turrets).
- Understanding of Cloud services technologies for unified communications and cloud services.
Personal Characteristics: -
- Excellent communications skills, with the ability to explain complex technological ideas and concepts in a way that is understandable to a non-technical audience.
- Experience of formulating and implementing successful strategic plans.
- Ability to work independently and with little guidance while keeping the focus.
- Extensive experience, working with vendors, professional services, and providers.
- Innovative thinking for developing new solutions and improving existing systems.
- Collaborative mindset to work effectively within a team environment.
- Ability to convey technical information clearly to non-technical stakeholders and collaborate with team members.
