Global Voice Engineer (CCNP) — Cisco & Amazon Connect

Infosys; Ciudad de México; On-site; MXN 300,000 - 540,000; Full time

Job summary

Infosys Voice Engineer (Specialist) to be part of a highly energetic Global Voice support Team. This position requires 1–3 years of relevant experience in voice infrastructure support / management.

The candidate must have good verbal and written communication skills, experience monitoring, operating, implementation support and management of complex Voice infrastructure and be comfortable working in a geographically diverse environment including night shifts if required on rotational basis.

Qualifications

• 1–3 years of experience in voice domain/infrastructure.
• Experience with managing, monitoring and supporting Voice infrastructure globally.
• Experience with monitoring tools such as Snarts, Apphero, SNOW, Jira.
• Strong analytical and problem-solving skills.
• Ability to work on flexible schedule in a global team.
• Excellent verbal and written communication skills.
• Technical knowledge on Cisco Call Manager, Amazon Connect, Nice, Avaya/Zoom, Unity Voice mail, SBC and SIP routing is preferred.

Responsibilities

• Monitor globally deployed Voice equipment using monitoring tools.
• Troubleshoot and resolve production issues (monitoring or user-reported).
• Document and track production issues until a solution is found.
• Ensure issues meet SLA/SLT; own tasks to completion.
• Escalate complex issues to Leads/product engineering timely.
• Collaborate with vendors on production issues.
• Follow change, incident, and release management procedures.
• Maintain SOPs and best practices for voice areas.

Skills

Voice infrastructure

Monitoring tools

CCNP Voice

Global team

SLA/SLT

Troubleshooting

Communication skills

Tools

Snarts

Apphero

SNOW

Jira

Job description

Infosys Voice Engineer (Specialist) to be part of a highly energetic Global Voice support Team. This position requires 1–3 years of relevant experience in voice infrastructure support / management.

The candidate must have good verbal and written communication skills, experience monitoring, operating, implementation support and management of complex Voice infrastructure and be comfortable working in a geographically diverse environment including night shifts if required on rotational basis.