Voice Specialist

Infosys Limited; Ciudad de México; Presencial; MXN 420.000 - 600.000; Jornada completa

Descripción de la vacante

Infosys Limited is seeking a Voice Engineer (Specialist) to join the Global Voice Operations team. The role requires 1-3 years in voice infrastructure, strong monitoring, troubleshooting skills, and the ability to work in a distributed, possibly night-shift environment.

Mandatory CCNP Voice certification and experience with Cisco Call Manager, Amazon Connect, Nice, and conferencing platforms is preferred. You will manage changes, incidents and deliver high availability across regions.

Formación

• 1-3 years of hand on experience in voice domain / infrastructure.
• Experience with managing, monitoring and supporting Voice infrastructure globally.
• Experience with monitoring tools such as Snarts, Apphero, SNOW, Jira.
• Experience working in a team-oriented and collaborative environment.
• Ability to diagnose Voice alerts, events or issues with strong analytical and problem-solving skills.
• Ability to handle múltiple concurrent tasks with minimal supervision and flexible schedule.
• Excellent verbal and written communication skills.

Responsabilidades

• Monitoring global Voice equipment using monitoring tools.
• Troubleshooting and resolution of production issues.
• Documenting production issues and studying chronic issues for solutions.
• Ensuring issues are resolved within defined SLA/SLT.
• Own tasks from start to finish and escalate when needed.
• Collaborate with leads/product engineering on complex issues.
• Coordinate with vendors/service providers for issues.
• Follow change management procedures for implementations.
• Maintain SOPs and best practices.

Conocimientos

Voice domain

Voice infra management

Monitoring tools

Troubleshooting

SLA management

Change management

Incident management

Communication skills

Team collaboration

Multi-tasking

Educación

CCNP Voice certification

Herramientas

Snarts

Apphero

SNOW

Jira

Descripción del empleo

Job details

Job Role

Technology Lead

Work Location

State / Region / Province

Mexico

Country

Mexico

Skills

Technology|Network-VoIP|Avaya-VoIP, Technology|Network-VoIP|Call Servers, Technology|Network-VoIP|Cisco-VoIP

Domain

Delivery

Interest Group

Infy Mexico

Company

Requisition ID

151394BR

Voice Specialists

Voice Engineer (Specialist) to be part of a highly energetic Global Voice support Team. This position requires the candidate must have 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.

MANDATORY:

CCNP (Voice) and relevant course and working experience.

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 Connectivity's (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 issues are worked on within agreed SLA / SLT
• Ownership of all assigned tasks till completion
• Analyse, judge and elevate 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
• Engineering should have a working knowledge of industry wide best practice. Change management, Incident management, Release management.
• Document and maintain accuracy of standard operating procedures and best practices for areas of responsibility

SKILL / EXPERIENCE

• Minimum of 1-3 years of hand on experience in voice domain / infrastructure
• Experience with managing, monitoring and supporting Voice infrastructure globally
• Experience with monitoring tools such as Snarts, Apphero, SNOW, Jira
• Experience working in a team-oriented and collaborative environment
• Ability to diagnose Voice alerts, events or issues along with strong analytical and problem-solving skills
• Ability to handle múltiple concurrent tasks with minimal supervision and ability to work on flexible schedule
• Highly self-motivated with positive attitude and ability to work independently in a global team environment
• Ability to lead, overseas, plan/execute all technical aspects of voice infrastructure upgrades, installations and enhancements along with maintenance activities in an enterprise environment
• Maintain accurate records of changes, incidents, projects and as built
• Work actively with team members and voice operations management to improve team efficiency and efficacy
• Assess risk associated with voice platform issues and respond/communicate/escalate in a timely manner
• Technical experience on anu three platforms like Cisco Call Manager, Call Center Amazon Connect, Voice Recording (Nice) and retention, Audio Conferencing ISR/Hools), SBC, Voice gateway and SIP routing is preferred
• Prior experience of maintaining high service levels in a high availability environment and adhere to the expectations
• Prior experience of planning, executing and validating changes in a production environment.
• Excellent verbal and written communication skills.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.