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Voice Recording Engineer

3 weeks ago

Singapore SMART INFORMATION MANAGEMENT SYSTEMS PRIVATE LIMITED Full time

Perform daily health checks on Real-Time Communication (RTC) Voice systems.
- Provide on-site and remote support to RTC Voice users for various equipment including:

- Avaya Voice Devices and components
- Cisco Voice Devices and components
- Voice Gateways
- Phones, Headsets, and Webcams (installation)
- Mobile Voice Recording Systems (health checks)
- NICE NTR Voice Recording Systems (basic call testing, querying, and playback)
- Audio Conferencing Devices
- Unified Communications Tools/Devices
- Specialise in Cisco Unified Communications Manager (CUCM).
- Act as a "System ID Administrator" responsible for managing privileged accounts and end-user accounts (creation, modification, reinstatement, and revocation) excluding NICE NTR Voice Recording systems.
- Perform Move, Add, and Change (MAC) work for various voice and video equipment in the office, including health checks and phone replacements.
- Complete reports for each MAC work performed.
- Conduct daily check activities on RTC Voice operating systems to identify and recommend solutions for performance gaps.
- Coordinate and manage incidents/problems/change tickets with respective RTC Voice vendors.
- Prepare quotation templates and follow up on order releases for specific activities.
- Continuously assist in optimising voice operations and recommend best practices for voice management.

**Job Requirements**:

- Strong understanding of Voice over IP (VoIP) technologies and protocols.
- Experience with various Voice equipment including Avaya, Cisco, and Voice Gateways.
- Familiarity with phone, headset, and webcam installation.
- Working knowledge of NICE NTR Voice Recording Systems (preferred).
- Proficiency in Cisco Unified Communications Manager (CUCM).
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills to effectively collaborate with internal and external stakeholders.
- Ability to work independently and manage multiple tasks simultaneously.
- Meticulous attention to detail and a commitment to providing exceptional customer service.