Direct message the job poster from apexon
talent acquisition leader- mexico & canada at apexon, a goldman sachs company
we are a digital-first technology services firm backed by goldman sachs asset management and everstone capital. We specialize in accelerating business transformation and delivering human-centric digital experiences. For over 28 years, apexon has been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.
voice operations specialist:
we are seeking a voice engineer (specialist) to be part of a highly energetic global voice operations team. This position requires the candidate to have 1-3 years of relevant experience in voice infrastructure support/management. The candidate must have good verbal and written communication skills; experience in 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 a rotational basis.
* ccnp (voice) and relevant course and working experience
responsibilities
* the voice engineer will be part of the 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 (clients & vendors) and telephony service providers.
* monitoring the voice equipment deployed globally using monitoring tools.
* troubleshooting and resolution of any production issues (monitoring or user-reported).
* track and document production issues and study chronic issues until a solution is found.
* ensuring production issues are worked on within agreed sla/slo.
* ownership of all assigned tasks till completion.
* analyse, judge and escalate complex and critical issues to leads/product engineering teams in a timely fashion.
* work with networking product vendors and telecom service providers regarding production issues.
* follow global change management procedures and best practices for implementation.
* engineer should have a working knowledge of industry-wide best practices: change management, incident management, release management.
* establish and maintain effective working relationships with internal and external technical, business, and support groups, including vendor/partner relationships.
* document and maintain accuracy of standard operating procedures and best practices for areas of responsibility.
skill / experience
* minimum of 1-3 years of hands-on experience in voice domain/infrastructure.
* experience with managing, monitoring, and supporting voice infrastructure globally.
* experience with monitoring tools such as smarts, 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.
* time management and organizational skills.
* ability to handle multiple concurrent tasks with minimal supervision and ability to work on a flexible schedule.
* highly self-motivated with a positive attitude and ability to work independently in a global team environment.
* ability to lead, oversee, 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 documentation.
* 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 any three platforms like cisco call manager, call center amazon connect, voice recording (nice) and retention, audio conferencing (avaya, zoom), unity voice mail systems, trader voice platforms (ipc, bt, unigy, isr/hoots), 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.
seniority level
* associate
employment type
* full-time
job function
* information technology
* industries
* it services and it consulting
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