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Associate Unified Communication

2 weeks ago

Central Singapore NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

**Working at NTT**

The primary responsibility of the TS Implementation Engineer is to provide technical support to NTT (Ltd) clients. This includes remotely supporting clients within service level agreements (SLAs), to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management. The TS Implementation Engineer (L3) is involved in more complex environments for installation, configuration and fault management.

**Key Roles and Responsibilities**:

- Interact with clients on site to meet complex requirements of a solution.
- Escalate unresolved problems and issues to the relevant third parties.
- Escalate complex problems to the relevant third parties.
- Write reports and proposals and complete and maintain project documentation.
- Assist with the documentation of standard operating procedures relating to installations and fixes.
- Act as coach and mentor to more junior Implementation Engineers and Technicians.
- Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.
- May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
- Included in higher complexity design work, with input to the design expected.
- Expected to take ownership of relevant technologies according to domain or specialization.

**Knowledge, Skills and Attributes**:

- Good understanding and appreciation of technical design and business principles
- Demonstrates project management and administration ability
- Good project skills which are demonstrated in the execution of installations and other assignments
- Demonstrate customer engagement skills
- Demonstrate relevant domain specialist knowledge
- Good verbal communication skills
- Client focused and display a proactive approach to solving problems
- Ability to work under pressure
- Ability to coach, mentor and provide guidance to team members
- Good understanding of project management principles

**Academic Qualifications and Certifications**:

- Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent
- Project management certification

**Required Experience**:

- Solid work experience in a technical implementation engineering or similar role
- Experience engaging with clients and conducting presentations
- Good project administration and documentation experience
- Report writing experience
- Basic project management

**What will make you a good fit for the role?**
- Project planning, deployment and commissioning for projects.
- Manage post implementation support issues (fault call tickets - P1 case) whenever required
- Assist Solution Architect on major project roll-outs as Technical lead
- Conduct internal training as part of knowledge sharing
- Prepare network/ voice analysis reports, including findings with analysis
- Provide Level 2/3 operations support for Voice and network infrastructure
- Perform changes to the network/ Voice in-line with the organization’s Change Management processes
- Ensure compliance to policies, processes and standards, both internal and clients’ organization
- At least 1-5 years relevant experience in IT/networking industry providing of Cisco IP Telephony version 11 & above, Contact Center, Voice logging solutions.
- Able to work independently as well as in a team when delivering projects
- ** Certified Contact Center** technical certification preferred - AUCCE, DUCCE
- Hands on experience in the following products will be highly advantageous:

- Cisco CUCM, CUC, Finesse, CUCS, UCCX/ UCCE (mandatory)
- Customized and Out-of-box Setup.
- Customized CUIC reporting

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.