Voice Communication Specialist

5 days ago

Singapore beBeeExpert Full time $90,000 - $120,000
Enterprise Voice System Expert

We are seeking a seasoned professional to lead the implementation, maintenance and optimization of large-scale voice communication environments.

Main Responsibilities:
  • Design, implement, manage, administer, and provide advanced troubleshooting for complex Avaya Aura/Call Center and Cisco Unified Communications Manager (CUCM)/UCCX environments.
  • Serve as the primary subject matter expert for all voice communication systems supporting call centers and corporate IP telephony networks.
  • Perform system upgrades, patches, and configuration changes during approved maintenance windows.
  • Monitor system performance, analyze trends, and proactively implement solutions to prevent issues and ensure service level agreements (SLAs) are met.
  • Collaborate with contact center leadership to design and implement call routing strategies that enhance customer experience and agent productivity.
  • Provide Tier 3 support and guidance to the IT operations team, resolving complex incidents and problems.
Required Skills and Qualifications:
  • Minimum of 5 years of hands-on experience specifically managing and supporting large-scale enterprise Avaya and/or Cisco communication platforms.
  • Relevant professional certifications are mandatory.
  • Proven experience in supporting high-availability call center environments with at least 100 agent seats.
  • Proven experience in managing corporate IP telephony systems supporting over 1000 end-users.
  • Deep technical knowledge of VoIP protocols, networking, and session border controllers.
  • Strong analytical and problem-solving skills.
Benefits:
  • A competitive salary and comprehensive benefits package.
  • The opportunity to work with cutting-edge technology in a large-scale enterprise environment.
  • A challenging and impactful role with significant autonomy.
  • A professional and collaborative work culture that values innovation.

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