Voice Specialist

ITC Infotech; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

ITC Infotech in Bengaluru is seeking a Voice Engineer to join the Global Voice Operations team. You will help manage Cisco Call Manager, Amazon Connect, Nice Voice Recording, Avaya/Zoom audio conferencing, Unity voicemail, and related telephony services.

Responsibilities include monitoring global voice equipment, troubleshooting production issues, documenting problems, meeting SLA/SLO targets, owning tasks through to resolution, and coordinating with vendors and service providers.

Responsibilities

• Monitoring the Voice Equipment’s deployed globally using Monitoring tools
• Troubleshooting and Resolution to any production issues (monitoring or user reported)
• Track and document production issues and study chronic issues until found solution
• Ensuring production issues are worked on within agreed SLA / SLO
• Ownership of all assigned tasks till completion
• Analyse, judge and escape complex and critical issues to Leads / product engineering teams in timely fashion
• Working with networking product vendors and telecoms service providers with regards to production issues
• Follow global change management procedures and best practices for implementation.

Job description

Role & responsibilities

The Voice Engineer will be part of Voice operations team responsible for proactive voice infrastructure management of the Global voice infrastructure which includes Cisco Call Manager, Call Center (Amazon Connect), Voice Recording (Nice), Audio Conferencing (Avaya, Zoom), Unity Voice mail systems, Trader Voice platforms (Unigy, IPC, BT, Hoot and private lines), external Connectivitys (Clients & Vendors) and telephony service providers.

• Monitoring the Voice Equipment’s deployed globally using Monitoring tools
• Troubleshooting and Resolution to any production issues (monitoring or user reported)
• Track and document production issues and study chronic issues until found solution
• Ensuring production issues are worked on within agreed SLA / SLO
• Ownership of all assigned tasks till completion
• Analyse, judge and escape complex and critical issues to Leads / product engineering teams in timely fashion
• Working with networking product vendors and telecoms service providers with regards to production issues
• Follow global change management procedures and best practices for implementation.