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Senior Voice Engineer

1 month ago

Singapore DBS Bank Limited Full time
Job Summary

We are seeking a highly skilled Senior Voice Engineer to join our team at DBS Bank Limited. As a key member of our Group Technology and Operations team, you will be responsible for supporting the bank's voice infrastructure, including day-to-day support of Cisco Unified Communications Manager (CUCM), Webex, NICE recording, and MS Team for instant messaging, meeting, and voice capabilities.

Key Responsibilities
  • Support the bank's voice infrastructure, including CUCM, Webex, NICE recording, and MS Team.
  • Configure and troubleshoot Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, and Cisco Unified Contact Center Express (UCCX).
  • Support the configuration and troubleshooting of Cisco router (voice gateways), analog voice gateways, and voice prioritization and class of service.
  • Configure and troubleshoot NICE call recording users, troubleshoot recording issues, and support end-users for call recording-related issues.
  • Support the configuration and troubleshooting of MS Teams IM, video, and voice product capabilities.
  • Work independently and as a team to engage with stakeholders on operational, functional, and technical issues to provide resolutions (L1 to L2).
  • Monitor different modes of ticketing queues, acknowledge, analyze, and resolve issues.
  • Get transition from implementation teams and document necessary process flows for support.
  • Track and provide periodic status reports on stakeholder issues.
  • Engage product/engineering teams if the issue has a dependency on product issues/limitations.
  • Develop and execute engineering scripts to resolve issues or automate routine activities.
  • Track and meet all Customer Support SLA requirements.
Requirements
  • Minimum 3 years of experience in Cisco Voice product, NICE Recording, and MS Team.
  • Familiar with Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, and Cisco Unified Contact Center Express (UCCX).
  • Familiar with Cisco router (voice gateways), analog voice gateways, and voice prioritization and class of service.
  • Familiar with NICE call recording users, troubleshoot recording issues, and support end-users for call recording-related issues.
  • Familiar with MS Teams IM, video, and voice product capabilities.
  • Able to work independently and as a team.
  • Engage with stakeholders on operational, functional, and technical issues to provide resolutions (L1 to L2).
  • Monitor different modes of ticketing queues, acknowledge, analyze, and resolve issues.
  • Get transition from implementation teams and document necessary process flows for support.
  • Track and provide periodic status reports on stakeholder issues.
  • Engage product/engineering teams if the issue has a dependency on product issues/limitations.
  • Develop and execute engineering scripts to resolve issues or automate routine activities.
  • Track and meet all Customer Support SLA requirements.
What We Offer

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.