Job Title: Voice Engineer
Job Description:
We are seeking a skilled and proactive Voice Engineer to join our team, responsible for maintaining and supporting the bank's voice infrastructure. This role is crucial for ensuring an efficient, nimble, and resilient communication infrastructure through a strategic focus on productivity, quality control, and innovation. The ideal candidate will be well-organized, process-oriented, and driven to excel in a fast-paced, highly technical environment.
Key Responsibilities:
- Voice Infrastructure Support: Provide day-to-day support for the bank's voice infrastructure, including Cisco Unified Communications Manager (CUCM), Webex, NICE recording systems, and Microsoft Teams for instant messaging, meetings, and voice capabilities.
- Cisco Voice Products Management: Administer and support Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, and Cisco Unified Contact Center Express (UCCX). Manage and troubleshoot Cisco routers (voice gateways), analog voice gateways, and voice prioritization and class of service.
- NICE Recording System Management: Configure NICE call recording users, troubleshoot recording issues, provide end-user support for call recording-related issues, perform live verification, and manage maintenance windows, including application patches and testing.
- Microsoft Teams Support: Provide comprehensive support for Microsoft Teams, including instant messaging, video, and voice capabilities.
- Stakeholder Engagement: Collaborate with stakeholders on operational, functional, and technical issues, providing resolutions from L1 to L2 levels. Escalate to product or engineering teams as necessary.
- Ticket Queue Management: Monitor, acknowledge, analyze, and resolve issues through various ticketing systems. Ensure timely responses and solutions are provided to meet customer support SLA requirements.
- Process Documentation: Receive transitions from implementation teams and document necessary process flows for ongoing support. Ensure all documentation is up-to-date and accessible.
- Reporting & Tracking: Track and provide periodic status reports on stakeholder issues, ensuring transparency and progress communication.
- Automation & Scripting: Develop and execute engineering scripts to resolve issues or automate routine activities, improving efficiency and reducing manual intervention.
Requirements:
- Experience: Minimum of 3 years of experience working with Cisco Voice products, NICE Recording, and Microsoft Teams.
- Technical Proficiency:
- Strong knowledge of Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, and Cisco Unified Contact Center Express (UCCX).
- Experience with supporting Cisco routers (voice gateways) and analog voice gateways.
- Familiarity with voice prioritization and class of service.
- NICE Recording: Proficiency in configuring NICE call recording systems, troubleshooting, and performing system maintenance and upgrades.
- MS Teams: Experience in supporting Microsoft Teams for IM, video, and voice functionalities.
- Skills:
- Strong organizational and process-focused approach.
- Excellent prioritization, responsiveness, and customer service skills.
- Exceptional verbal and written communication abilities.
- Independence & Teamwork: Ability to work independently and as part of a team, with a strong sense of ownership and responsibility.
- Problem-Solving: Ability to engage with technical issues at various levels, providing effective and timely solutions.
If you are a motivated and technically adept individual looking to grow your career in a dynamic environment, we encourage you to apply for this exciting opportunity to be a key player in our voice engineering team.
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