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Voice Network Engineer

2 months ago

Singapore MyCareersFuture Full time

Job Summary

We are seeking a highly skilled Voice Network Engineer to join our team at MyCareersFuture. As a Voice Network Engineer, you will be responsible for managing post-implementation support issues, conducting post-implementation reviews, and participating in regular operations review meetings.

Key Responsibilities

  • Manage post-implementation support issues, including fault call tickets and network/voice analysis reports.
  • Conduct post-implementation reviews as part of our quality process and provide Level 2/3 operations support for network and voice infrastructure.
  • Participate in regular operations review meetings, including operational issues and tickets review.
  • Conduct internal training as part of knowledge sharing and ensure compliance with policies, processes, and standards.
  • Prepare network/voice analysis reports, including findings with analysis, and perform changes to the Network/Voice in-line with our Change Management processes.

Requirements

  • At least 4 years of relevant experience in IT/networking industry providing Cisco IP Telephony version 11 & above, Contact Center, Voice logging solutions.
  • Experience from System integrator environment and strong knowledge of Cisco Voice and Cisco Contact Center Enterprise and Express.
  • Strong Knowledge of IVR, Contact Center, network routing & switching technologies and ability to work extended hours and on duty.
  • Polite and able to communicate well to clients, analytical and possess good troubleshooting skills.

Preferred Requirements

  • Hands on experience in the following products: Cisco CUCM, CUC, Finesse, CUCS, UCCX/ UCCE, Cisco gateway, Cisco UCS/ Hyperflex, Cisco Enterprise Chat and Email, Customized and Out-of-box CCVB, CVP, IVR developing, Customized CUIC reporting, Verint Recording, QM, WFM, WFO, Verint Voice Biometrics and Logger, Voice Analytics, Avaya Call Management System (CMS), Avaya Experience Portal (IVR/AEP), Communication Manager, Avaya IP Telephony systems, PBX, MM, Genesys PureEngage/ Pure Cloud.