Voice Engineer

NTT Data Singapore; Remote; SGD 80,000 - 100,000; Full time

Job summary

A leading IT services provider in Singapore is looking for a candidate to manage inbound and outbound call flows using Cisco technologies. Responsibilities include troubleshooting voice recording issues, resolving priority incidents within SLA, and providing support for PRI-related concerns. Ideal candidates should have experience with Cisco ICM Scripts and be able to document changes according to company policy. This role involves collaboration with regional teams across Singapore and other Asian countries.

Qualifications

• Experience with Cisco ICM Scripts and Voice Gateways.
• Familiarity with troubleshooting Voice recording issues.
• Knowledge of SSRS and Verint systems.

Responsibilities

• Engage with the Contact Center Team and manage call flow requests.
• Resolve Priority 1 issues within SLA.
• Provide support for PRI related issues and troubleshoot E1 outages.

Job description

• Engage with regional Contact Center Team and provision new Inbound and Outbound Call Flow requests by Creating ICM Scripts, Outbound Campaigns, Provisioning DID in Cisco Gateway on UAT and Production Environments and document the same adhering to Change Requests Policy.
• Actively Acknowledge and engage on Priority 1 issues and resolve the same within SLA.
• Troubleshoot Voice recording related issues including log analysis on CUCM, Cisco Media Proxy and Verint Recorder.
  
• Provide support to regional team leads on any PRI related issues and engage with ServiceProviders across Singapore, Taiwan, India, Hong Kong and Indonesia to troubleshoot and resolveE1 line outages.
  
• Perform and Maintain Voice Gateway related changes and document the same adhering tocompanies' policy.
• Provide Cisco Infrastructure Support to Developers for any new In-House projects.
• Deploy new QM Forms, SSRS reports in VERINT, provision new User, Extensions, monitor CriticalAlarms and provide L1 & L2 support for Verint related issues.
• Perform Maintenance Reboot of Cisco and Verint servers every month adhering to companiesPolicy.