The Telephony/Voice Engineer’s role is to provide engineering and operations support for Customer Experience (CE) Contact Centers and ongoing management and administration of CE’s systems, for CE teams located at office locations in the SEA region.
Responsibilities
- Perform all required operational maintenance and troubleshooting of supported systems (associated with CE’s voice and data network related) to the CE operations teams at office locations in the SEA region.
- Assist in the development and deployment of communication (voice/data/video) solutions; including operational testing, support process development/maintenance, general release planning and deployment, planning end user training/acceptance.
- Manage, maintain, support and improve the CE PMO team’s ability to respond and provide support to voice incidents across the entirety of the CE organization.
- Perform research and develop new technologies and manage work of support suppliers.
- Collaborate with internal teams (e.g. IT, Engineering etc) and supplier(s) to develop product integration strategies (e.g. integration with Zendesk, WFM system).
- Responsible for performing advanced Support and routine complex troubleshooting activities, working independently under minimal supervision.
- Work with IT for maintenance of all voice systems, including all integration of reporting, CTI, SIP and various voice recording systems.
- Analyze current configurations and recommend upgrades and changes to system, as business needs change.
- Lead or participate in management of problem resolution and escalation activities, and perform root cause analysis.
- Participate in vendor management activities associated with the ongoing maintenance, support and enhancement of CE’s infrastructure and related services.
- Participate in strategic and tactical planning of complex voice and data networks including contact center solutions (e.g. Asterisk platform).
- Consult with users and provide analysis of voice data streams.
- Build and maintain spreadsheets and related discovery documents for CE’s telecommunications environment.
Skills and Experience
The Telephony/Voice Engineer will need to have the following skills and experience:
- Bachelor's degree, preferably in related field preferred or equivalent work experience.
- Minimum 7 years of experience with complex voice design, operational support, hands-on implementation and configuration of voice systems.
- In-depth knowledge of voice technologies, telephony systems, voice/network protocols, software, and hardware, and SIP.
- In-depth experience designing, implementing, and troubleshooting voice technologies.
- Good knowledge or awareness of Open Source solutions, applicable for SIP based technology.
- A basic understanding of AWS and a willingness to learn - desirable.
- Knowledge of contact center operations and technologies desirable.
- Demonstrable experience of network and voice management/monitoring tools, and network analysis technology.
- Experience with other contact center products preferred.
- Fundamental understanding of network routing/switching, and virtualization environments on which voice and other contact center applications run.
- Proven experience in end-to-end problem determination/troubleshooting voice Issues.
- Good communication and presentation skills with experience interacting with users.
- Proven ability and commitment to work collaboratively toward common goals.
- Highly motivated, pragmatic with an analytical approach.
