Senior Voice Operation Engineer

16 hours ago

Singapore GMP Group Full time

Roles and responsibilities:

- Provide Customers with professional, timely and effective technical expertise on IP Telephony, Unified Communications & Collaboration services support.
- Support or Provision Customer voice network change on time and help to improve the operation process.
- Providing voice service support by owning customers voice incident in the domain of IP Telephony, Unified Communications & Collaboration within a complex topology (Voice TDM, VoIP, IP Telephony, Call Centre, not managed LAN, IP Network routing or quality issues) and etc.
- Implementing IP Telephony, Unified Communications & Collaboration change request for customer to managed IP Telephony solution (Cisco, Avaya or 3rd party) as well as in the Cloud (Genesys).
- Maintain a comprehensive and update-to-date customer voice topology database.
- Actively contribute to improve and map voice processes within ITIL frame work.
- Contribute to the achievement of the customer satisfaction by proving a high level support.
- Understanding complex IP Telephony integration with Contact Center, IP-PBX, SIP soft switch, Voice Gateway and Network.
- Understanding IP Telephony integration with Cloud Service Provider such as Genesys, Microsoft etc.
- Qualifications:

- Degree in Computer Science, Data Communications, Engineering (or equivalent)
- Over 10 years of experience in an IT service operational role, with excellent knowledge on Cisco UC solution (CSR 10.0+) including CUCM, CUC, IMP, UCCX/Finesse, Jabber, VG and endpoints.
- Excellent knowledge on Cisco ISR G2/G3 as VG/CUBE.
- Good knowledge of SIP / H.323 / MGCP / SCCP / ISDN.
- Good knowledge of VMware ESXi and Cisco UCS-C server.
- Good knowledge of Cloud Voice Providers & Services (Genesys, Microsoft).
- Knowledge of Cisco switches, routers and firewalls.
- Knowledge of Microsoft AD, LDAP and ADFS.
- Knowledge of Linux SSH / SFTP / TFTP / FTP / DHCP / NTP.
- Knowledge of ITIL, IT and network components and principles.
- Industry Technical Certifications such as CCNA Collaboration, CCNP Collaboration, Networking etc.
- Individuals are capable of analyzing problems and resolve recurring difficulties through root cause analysis.
- Effective communicator at all levels of the organisation and outside with customers or third parties.
- Ability to be personable and tenacious as the situations requires.
- Able to work effectively at all levels in an organization. Excellent active listening skills.
- Problem solving and root cause identification skills. Strong analytic and decision making abilities.
- Must be a team player and able to work with and through others.
- Ability to influence others and move toward a common vision or goal.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Tang Lee Ling | Registration No: R1106845

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