Senior Voice Network Engineer

2 weeks ago

Singapore OPENSOURCE PTE. LTD. Full time

Voice Network Engineer

Roles & Responsibilities

**Responsibilities**:
Manage post implementation support issues i.e fault call tickets

Conduct post implementation review as part of quality process

Participate in regular operations review meetings, including operational issues, tickets review etc.

Conduct internal training as part of knowledge sharing

Prepare network/voice analysis reports, including findings with analysis

Provide Level 2/3 operations support for network and voice infrastructure

Perform changes to the Network/Voice in-line with the organization’s Change Management processes

Ensure compliance with policies, processes and standards, both internal and clients’ organization

Bi-monthly after-hours standby support (24x7) for a week

**Requirements**:
At least 4 years relevant experience in IT/networking industry providing Cisco IP Telephony version 11 & above, Contact Center, Voice logging solutions

Experience from System integrator environment

Strong knowledge of Cisco Voice and Cisco Contact Center Enterprise and Express

Strong Knowledge of IVR, Contact Center, network routing & switching technologies

Can work extended hours and on duty

Willing to work hard and eager to learn about new technologies

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

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

**Fortinet and Aruba

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