Voice Specialists:

Voice Engineer (Specialist) to be part of a highly energetic Global Voice support Team. This position requires the candidate must have 1-3 years of relevant experience in voice infrastructure support / management. The candidate must have good verbal and written communication skills, experience monitoring, operating, implementation support and management of complex Voice infrastructure and be comfortable working in a geographically diverse environment including night shifts if required on rotational basis.

MANDATORY:

CCNP (Voice) and relevant course and working experience.

RESPONSIBILITIES

The Voice Engineer will be part of Voice Operations team responsible for proactive voice infrastructure management of the Global Voice infrastructure which includes Cisco Call Manager, Call Center (Amazon Connect), Voice Recording (Nice), Audio Conferencing (Avaya, Zoom), Unity Voice mail systems, Trader Voice platforms (Unigy IPC, BT Hoot and private lines), external Connectivity's (Clients & Vendors) and telephony service providers.




- Monitoring the Voice equipment’s deployed globally using Monitoring tools
- Troubleshooting and Resolution to any production issues (monitoring or user reported)
- Track and document production issues and study chronic issues until found solution
- Ensuring issues are worked on within agreed SLA / SLT
- Ownership of all assigned tasks till completion
- Analyse, judge and escalate complex and critical issues to Leads / product engineering teams in timely fashion
- Working with networking product vendors and telecoms service providers with regards to production issues.
- Follow integral change management procedures and best practices for implementation
- Engineering should have a working knowledge of industry wide best practice. Change management, Incident management, Release management.
- Document and maintain accuracy of standard operating procedures and best practices for areas of responsibility

SKILL / EXPERIENCE
- Minimum o

📌 Voice Specialist (Ciudad de México)
🏢 Infosys
📍 Ciudad de México