Senior Voice Engineer

2 weeks ago


Singapore Ntt Singapore Pte. Ltd. Full time

Position Overview:

We are seeking a Voice Engineer with expertise in Verint or Workforce Optimization (WFO) systems under the Avaya platform. The selected candidate will play a crucial role in providing Level 1 to 3 support to our banking client, ensuring the seamless operation and optimal performance of their voice systems.

Key Responsibilities:

  • Provide expert-level support for Verint or WFO systems deployed within an Avaya environment.
  • Troubleshoot and resolve complex technical issues related to voice systems, including call recording, quality monitoring, and workforce management.
  • Collaborate with internal teams and external vendors to address system integrations, upgrades, and enhancements.
  • Conduct proactive monitoring and performance tuning to maintain system stability and efficiency.
  • Participate in the planning, implementation, and testing of system upgrades and migrations.
  • Document technical procedures, configurations, and troubleshooting steps for knowledge sharing and training purposes.
  • Serve as a subject matter expert and mentor for junior team members.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum 2 years of experience working with Verint or WFO systems in an Avaya environment.
  • Proficiency in Avaya Aura Communication Manager and Avaya Application Enablement Services.
  • Strong understanding of SIP, VoIP, and telephony protocols.
  • Experience with SQL databases and SQL query language.
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal abilities.

Preferred Qualifications:

  • Avaya certifications (e.g., ACSS, ACIS) or Verint certifications.
  • Experience working in a banking or financial services environment.
  • Knowledge of regulatory compliance requirements related to call recording and voice systems (e.g., PCI DSS, GDPR).


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