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Cnslt - Systems Eng - Voice Engineering

Charlotte;

Job Description:

Position Summary

This backfill resource is for Contact Center Voice Level 3 support. This includes but is not limited to resolving production outages, providing point of escalation for client and internal technology resources. Duties also include management of 20 or more vendor contract resources providing 24/7 monitoring and L2 support duties. The position needs to backfilled to handle/manage all aspects of core contact center voice infrastructure globally and in an effective manner and without any interruptions.

Description: Operations technician responsible for support of Voice platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport—including external carrier. Role requires working closely with vendors and management of internal teams. Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix scenarios. Additional requirements include participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously.

Responsibilities

Incident management activities include:

  • Operational ownership of incident during triage

  • Escalation to appropriate teams and vendors

  • Resolution of complex and urgent issues

  • Drive and manage RCA delivery by vendors

  • Oversee break/fix timeline, escalate, and ensure test plan is executed fully

  • Ensure incidents are closed within SLA

Change management activities include:

  • Scheduling vendor resources to perform work during off-hours

  • Reviewing change to ensure proper documentation, due diligence, and change rigor in place within system of record

  • Arrange and participate in peer change review

  • Manage change escalations and approval process as required by an Incident or Change Condition.

  • Ensure all changes follow the prescribed change process.

  • Ensure quality control within the change documentation.

  • Ensure all required parties are engaged via a CRQ or a support task

Problem management activities include:

  • Review and complete post implementation review forms with the team post a failed change.

  • Ensure all support staff related to change is properly aligned with all information needed to successfully implement change.

  • Drive vendor and support partners to ensure problem records are executed in a timely manner

Capacity Management

  • Review capacity reports with team members and vendors.

  • Address any capacity deficiencies by engaging equivalent process.

  • Ensure capacity reports are functioning as expected.

  • Propose new and improved ways to provide reporting capability through additional automation.

Required Skills

  • Minimum 5 years operational engineering expertise with Voice Networking, including SIP, Carrier, e911, Contact Center, IVR, CTI and VOIP technologies.

  • Willing to work in a night and weekend on-call rotation for escalated issues.

  • Experience working in the financial or banking industry, is a plus.

  • Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and/or work history .

  • Excellent written and verbal communication skills.

  • Extensive experience with technical troubleshooting methodology.

  • Strong risk management skills; able to understand urgency, and assess impact.

  • Ability to work in a highly visible environment.

  • Understand concept of operational excellence and strive to improve environment.

  • Strong inter-personal skills; able to work both independently and in a team environment.

Desired Skills:

  • Unix/ Linux Scripting knowledge.

  • Avaya focus platform support experience.

  • Avaya Contact Center technology certifications.

  • Automation skills to reduce manual activities.

  • Proven team player who can work comfortably in a multicultural environment.

  • Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure.

  • Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.

  • Detail oriented and organized.

  • Must be pro-active, enthusiastic, flexible, results driven with attention to details.

  • Strong problem solving and critical thinking skills.

  • Motivation to achieve results and the ability to quickly integrate into teams.

  • Ability to work in an ambiguous environment and draw and defend results and conclusions.

  • Ability to work in a dynamic and team oriented environment.

  • Ability to balance a significant workload, prioritize and multitask.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

This backfill resource is for Contact Center Voice Level 3 support. This includes but is not limited to resolving production outages, providing point of escalation for client and internal technology resources. Duties also include management of 20 or more vendor contract resources providing 24/7 monitoring and L2 support duties. The position needs to backfilled to handle/manage all aspects of core contact center voice infrastructure globally and in an effective manner and without any interruptions.

Description: Operations technician responsible for support of Voice platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport—including external carrier. Role requires working closely with vendors and management of internal teams. Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix scenarios. Additional requirements include participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously.

Responsibilities

Incident management activities include:

  • Operational ownership of incident during triage

  • Escalation to appropriate teams and vendors

  • Resolution of complex and urgent issues

  • Drive and manage RCA delivery by vendors

  • Oversee break/fix timeline, escalate, and ensure test plan is executed fully

  • Ensure incidents are closed within SLA

Change management activities include:

  • Scheduling vendor resources to perform work during off-hours

  • Reviewing change to ensure proper documentation, due diligence, and change rigor in place within system of record

  • Arrange and participate in peer change review

  • Manage change escalations and approval process as required by an Incident or Change Condition.

  • Ensure all changes follow the prescribed change process.

  • Ensure quality control within the change documentation.

  • Ensure all required parties are engaged via a CRQ or a support task

Problem management activities include:

  • Review and complete post implementation review forms with the team post a failed change.

  • Ensure all support staff related to change is properly aligned with all information needed to successfully implement change.

  • Drive vendor and support partners to ensure problem records are executed in a timely manner

Capacity Management

  • Review capacity reports with team members and vendors.

  • Address any capacity deficiencies by engaging equivalent process.

  • Ensure capacity reports are functioning as expected.

  • Propose new and improved ways to provide reporting capability through additional automation.

Required Skills

  • Minimum 5 years operational engineering expertise with Voice Networking, including SIP, Carrier, e911, Contact Center, IVR, CTI and VOIP technologies.

  • Willing to work in a night and weekend on-call rotation for escalated issues.

  • Experience working in the financial or banking industry, is a plus.

  • Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and/or work history .

  • Excellent written and verbal communication skills.

  • Extensive experience with technical troubleshooting methodology.

  • Strong risk management skills; able to understand urgency, and assess impact.

  • Ability to work in a highly visible environment.

  • Understand concept of operational excellence and strive to improve environment.

  • Strong inter-personal skills; able to work both independently and in a team environment.

Desired Skills:

  • Unix/ Linux Scripting knowledge.

  • Avaya focus platform support experience.

  • Avaya Contact Center technology certifications.

  • Automation skills to reduce manual activities.

  • Proven team player who can work comfortably in a multicultural environment.

  • Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure.

  • Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.

  • Detail oriented and organized.

  • Must be pro-active, enthusiastic, flexible, results driven with attention to details.

  • Strong problem solving and critical thinking skills.

  • Motivation to achieve results and the ability to quickly integrate into teams.

  • Ability to work in an ambiguous environment and draw and defend results and conclusions.

  • Ability to work in a dynamic and team oriented environment.

  • Ability to balance a significant workload, prioritize and multitask.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22050372

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Geeta Upadhye [C]

Referral Bonus:

0