Voice Specialist

To be responsible for installing, configuring and administering/managing all IBM WebSphere, Tivoli Access Manager and Portal Server environments.

•Deploys, configure and support all aspects of the Cisco Unified Communications, Call Manager, Unity Connection, and Cisco Contact Center
Infrastructure and other relevant products for Call Centers and Collaboration.
•Supports the voice Asterix/Cisco/Avaya/IPC-Etrali solution
•Participates in Conference solutions with Cisco CMS, and record solutions like ASC, Verint & Nice.
•Facilitates internal trainings to the team and the affiliates.
•Supports SOC/NOC teams with monitoring Voice service alarms/alerts for degradation and/or disruption of voice services.
•Provides second level support to SOC/NOC teams.
•Engages Vendor TAC support as needed to assist in customer/carrier resolutions.
•Works tickets via web-based ticketing system, email, voice, and chat
•Ensures all tickets are properly assigned and closed within SLA
•Participates in incident and problem management
•Effectively and professionally communicates with internal and external customers. Follow the company Code of Ethics and policies and
procedures at all times.
•Reports bug/design discrepancy's to Voice Engineering for review/validation.
•Ensures Voice Product documentation and knowledge articles are accurate and up to date (internal and external)
•Perform root cause analysis and provides support and solutions for VOIP systems, SIP and TDM services.
•Supports VoIP telephony systems for contact centers and back office business units.
•Implementation of call routing, QoS, device pools, codec configurations, signaling protocols, dial-peers, dial plans and partition management
 

•Minimum of 5 years of work experience in IT with specialisation in Voice and related technologies administration
•3 or more years' work experience in a customer service field, preferably in a technical support capacity.
•Understanding and knowledge of PortaOne, Voice Interconnect, Session Boarder Controller (SIP protocol)
•Technical writing including the creation of policies, standards, procedures & guidelines
•Expert experience with protocols & technologies such as: H323, SIP, RTP, PRI, MGCP, TCP/IP, TCP, UDP, SNMP, BGP, OSPF, DHCP, DNS,
IPv4/6, Telnet, SSH, MPLS, VOIP, POE, etc. Ability to support Cisco routers and switches running Cisco IOS, Catalyst IOS and Nexus IOS
•Review and design system configurations and voice requirements for NICE Recording system for Call Manager and IPC deployments