L3 Voice Operations Engineer

DCV Technologies; Glasgow; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

DCV Technologies is seeking a L3 Voice Operations Engineer to support our global voice infrastructure from Glasgow, operating in a hybrid model. The role requires Level 3 troubleshooting, analysis and remediation with weekend work as needed.

You will collaborate with global operations and engineering teams, manage lifecycle activities, and produce technical documentation for as-built environments, ensuring smooth end-user and back-office operations.

Qualifications

• Familiarity with ITIL framework including incident, problem and change management.
• Extensive experience with enterprise voice and data environments.
• Ability to communicate with business units during projects and incidents.
• Able to create technical documentation for as built environments.

Responsibilities

• Support global voice infrastructure and perform Level 3 troubleshooting, analysis and remediation.
• Collaborate with global operations and engineering teams to support end user and back-office infrastructure.
• Facilitate regular project work, lifecycle management, maintenance and upgrades.
• Work weekends as required.

Skills

ITIL familiarity

Incident, problem, and change handling

Communication with stakeholders

Documentation writing

3+ years voice network experience

Education

CCNP Collaboration knowledge

Tools

CUCM

Cisco Jabber

Jabber Mobile

Avaya System Manager

Session Manager

Cisco UCCX

NICE Voice Recording

IPC, Private Wires

Unigy Trading System

Job description

Position: L3 Voice Operations Engineer

Location: Glasgow (Hybrid)

12 months contract position

L3 Voice Operations Engineer responsible for supporting global voice infrastructure. Level 3 troubleshooting, analysis, and remediation. Collaborate with global operations and engineering teams to support end user and back-office infrastructure. Facilitate regular project work, life cycle management, regular system maintenance and upgrades. Will be required to work weekends.

Requirements

• Familiarity with ITIL framework, including Incident, problem, and change management.
• Demonstrable expertise in Cisco Unified Call Manager (CUCM) 12.x and beyond including IP-endpoints, Cisco Jabber, and Jabber Mobile.
• Extensive knowledge of voice, packetized voice and related protocols (SIP, MGCP, ISDN), session management and call routing
• Avaya System Manager and Session Manager
• 5 years of experience in working with enterprise base voice and data
• Cisco CCNP Collaboration level knowledge (certification is not a must)
• Communicate with business units during projects and incidents.
• Operational acceptance of new deployments and creating technical documentation for as built environment.
• Tracking work activity in Service Now ticketing system.

Skills Desired

• CUCM
• Cisco UCCX
• IPC, Private Wires
• IPC Unigy Trading System, NICE Voice Recording