AVP, Voice Engineer, Future Ready Technology, Group Technology
7 hours ago
Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibilities
Responsible to support the bank voice infrastructure that include day to day support of Cisco Unified Communications Manager (CUCM), Webex, NICE recording and MS Team for instant messaging, meeting and voice capabilitiesRequirements
The ideal candidate will be well organized, process focused, and self-driven as this is a fast-paced and highly technical environment. Someone wanting to learn and grow with an organization will thrive in this role. The role requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills.
Minimum 3 years of experience in Cisco Voice product, NICE Recording and MS Team Familiar with following:Cisco Unified Communications Manager (CUCM) , Cisco Unity Connections, and Cisco Unified Contact Center Express (UCCX), Support of Cisco router (voice gateways), Analog voice gateways, support of voice prioritization and class of service. Configure Nice call recording users, troubleshoot recording issues, support end user for call recording related issue, perform live verification and maintenance windows including application patches and testing Support of MS teams IM video and voice product capabilitiesAble to work independently and as a teamEngage with stakeholders on operational, functional, and technical issues to provide resolutions (L1 to L2)Monitor different modes of ticketing queue, acknowledge, analyze and resolveGet transition from implementation teams, and document necessary process flows for supportTrack and provide periodic status reports on stakeholder issuesEngage product/engineering teams if the issue has a dependency on product issues/limitationsDeveloping and executing engineering scripts to resolve issues or automate routine activities.Track and meet all Customer Support SLA requirements.We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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