Voice Engineer

4 weeks ago

Singapore NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

The Voice Engineer (L3) is responsible for providing a professional third-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

What you'll be doing

Summary:

  • Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment, systems, and software
  • Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
  • Serves as company liaison with customer on administrative and technical matters for assigned cases.
  • Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
  • This job may include any aspect of field support, and is not limited to system hardware and software, networking/wireless networking.
  • This job provides customer support. If employee is primarily responsible for supporting applications/systems engineering.
  • Manage post implementation support issues (fault call tickets)
  • Participate in regular operations review meetings, including operational issues, tickets review etc.
  • Conduct internal training as part of knowledge sharing.
  • Provide Level 1 to L3 operations support for Voice and network infrastructure.
  • Perform changes to the network in-line with the organization's Change Management processes.
  • Ensure compliance to policies, processes, and standards, both internal and clients' organization

Education & Certification:

  • Degree or Diploma in Computer Engineer, Computer Science, Information Technology, or related field
  • Contact Center related experience or certification.

Requirements:

  • Lead the Conversation with client, to understand the issue(s) face by the client and resolve the issue(s).
  • Taking ownership and accountability of the issue list.
  • Work / troubleshoot with vendors, principals, and colleagues on resolving the issue.
  • Good troubleshooting and logical skill.
  • Good documentation skills.
  • Experience in raising and closure of ITSM.
  • ITIL knowledge and experience is preferred.
  • Understand Phones systems and Contact Center terminology is required.
  • Team player, but also able to work independently when required.
  • Interested to learn and pickup new skills.
  • In-depth knowledge of Cisco Voice and Cisco Telepresence technologies and H323, SIP, MGCP, Q931 signalling protocols.
  • Strong Knowledge of voice recording (Verint), Contact Center, network routing &switching technologies, and protocols.
  • Experience in Verint 15.1 and 15.2.
  • Well versed with Verint installation and troubleshooting.
  • Willing to work in extended hours and on duty.
  • Analytical and possess good troubleshooting skills.
  • Willing to work hard and eager to learn about new technologies.
  • Polite and able to communicate well to the clients, client oriented.
  • Hands on experience in the following products module will be highly advantageous:
  • Verint Voice Recording
  • Verint Speech analytics
  • Verint WFM
  • Verint Customize Report
  • Verint Quality monitoring

Skills Summary

Critical Thinking, Data Center Technologies, Digital Communications, Logical Thinking, Problem Solving, Troubleshooting

What will make you a good fit for the role?

Workplace type:

On-site Working

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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