Voice Infrastructure Engineer | Cisco & Verint Expert

NTT Data Singapore; Singapore; Remote; SGD 72,000 - 108,000; Full time

Job summary

NTT Data Singapore is seeking a skilled IT operations professional to support regional Cisco CUCM, Verint, and voice gateway environments. You will coordinate with regional contacts, implement inbound/outbound call flow changes, and document change requests.

The role involves troubleshooting voice recording issues and providing L1/L2 support across APAC regions including Singapore, Taiwan, India, HK and Indonesia.

Responsibilities

• 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.

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.