Enterprise Voice Engineer

Mettler-Toledo International, Inc; Shah Alam; On-site; MYR 89,000 - 156,000; Full time

Job summary

METTLER TOLEDO is seeking an IT professional to support Communications and Messaging services, deliver day-to-day level 2 operational support, implement changes, and ensure on-time delivery of tasks across regions.

The role emphasizes collaboration with team leads, documentation, run books, and process improvements, including knowledge base articles and automation to raise service quality across enterprise systems.

Qualifications

• Experience managing voice policies and configuration on Lync/Skype for Business 2015 or Skype for Business Online.
• Experience with Microsoft 365 Phone System, Calling plans and Direct routing.
• Certifications with Microsoft Teams desired.
• Experience with carriers for managing local numbers and porting.
• Experience deploying local telephony infrastructure, especially Session Border Controllers (Audiocodes, Ribbon/Sonus).

Responsibilities

• Deliver day-to-day level 2 operational support for Communications and Messaging services.
• Process on-time delivery of change requests (implementations, fixes) as assigned.
• Document and maintain operational run books for changes in production.
• Provide training to regional IT services and local site support teams.
• Identify recurring production issues and pursue root-cause analysis and permanent fixes.
• Enforce global solution designs and policies across the enterprise.

Skills

Voice policies

Lync/Skype for Business

Microsoft Teams

Education

Microsoft Teams certifications

Tools

Microsoft 365 Phone System

Direct routing

Audiocodes

Ribbon (Sonus)

Session Border Controllers

Job description

About Mettler Toledo

METTLER TOLEDO is a leading global supplier of precision instruments and services. We are recognized as an innovation leader and our solutions are critical in key R&D, quality control, and manufacturing processes for customers in a wide range of industries including life sciences, food, and chemicals. We operate throughout the world with a culture shaped by innovation and international flair.

Our Opening and Your Responsibilities

Essential Duties and Responsibilities

Project Execution

• Responsible for the delivery of functional assessment and solution design as directed by the Communications and Messaging team lead to meet project requirements and designed for future growth and scalability.
• Responsible for delivering implementation tasks according to the requirements and design specifications.
• Collaborate with Communications and Messaging team lead and Digital Workplace Solutions (DWS) project managers to define project delivery plans and be accountable for the on-time delivery of assigned tasks.
• Accountable for raising project issues and risks to project management, contribute to defining actions for issue resolution, and risk mitigation.

IT Service and Operations

• Responsible for day-to-day level 2 operational support for business services provided by the Communications and Messaging team.
• Responsible for the on-time delivery of change requests (corrections and enhancements) as assigned by team lead.
• Responsible for documenting and maintaining operational run book for project and operational changes deployed to production environment.
• Deliver training to Regional IT services team personnel (level 1 support) and local IT site support teams as needed to improve service delivery
• Contribute to the identification of recurring production issues and active pursuit of root cause analysis and permanent solution for recurring issues.
• Enforce global solution designs and policies (e.g. group policies) across the enterprise.

Continuous Improvement

• Support the continuous improvement of the overall service through process improvement initiatives such as knowledge base article creation, and process automation.
• Collaborate with team leads to identify and implement process improvements to drive internal efficiency gains for projects and operations.

What You Need to Succeed

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Our Offer to You

Education & Experience

• Demonstrated experience with managing voice policies and configuration on Lync and Skype for Business 2015 or Skype for Business Online.
• Experience preferred working with Microsoft 365 Phone System, Calling plans and Direct routing.
• Certifications with Microsoft Teams desired.
• Experience working with carriers for managing local numbers, porting numbers.
• Experience with deploying local telephony infrastructure especially Session Border Controllers. Experience working with Audiocodes, Ribbon (Sonus), Oracle preferred.
• Dial plan management across local and global sites…. Least cost routing
• Experience with operational monitoring of voice call quality and evaluating root cause (network, platform provider)
• Working knowledge of end user and room hardware requirements (headsets based on user type, specifications based on room type)
• Best practices for call flow management (call attendant, call queue management)
• Experience with cloud platforms (Microsoft Azure, Office 365) with focus on Azure Active Directory, Microsoft Teams.
• Demonstrated ability to acquire understanding and expertise of new technologies through self - learning and training.
• Well experienced in working in a matrixed organization across borders, cultures, and time-zones.

Equal Opportunity Employment

We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.