Voice Engineer / Service Delivery Field Support ( Cisco Voice / Verint ) - L2

About the role

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment, systems, and software Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned cases. Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, networking/wireless networking. This job provides customer support. If employee is primarily responsible for supporting applications/systems engineering. Manage post implementation support issues (fault call tickets) Participate in regular operations review meetings, including operational issues, tickets review etc. Conduct internal training as part of knowledge sharing. Provide Level 1/2 operations support for Voice and network infrastructure. Perform changes to the network in-line with the organization's Change Management processes. Ensure compliance to policies, processes, and standards, both internal and clients' organization Education & Certification Degree or Diploma in Computer Engineer, Computer Science, Information Technology, or related field Contact Center related certification Requirement: Lead the Conversation with client, to understand the issue(s) face by the client and resolve the issue(s). Taking ownership and accountability of the issue list. Work / troubleshoot with vendors, principals, and colleagues on resolving the issue. Good troubleshooting and logical skill. Good documentation skills. Experience in raising and closure of ITSM. ITIL knowledge and experience is preferred. Understand Phones systems and Contact Center terminology is required. Team player, but also able to work independently when required. Interested to learn and pickup new skills. In-depth knowledge of Cisco Voice and Cisco Telepresence technologies and H323, SIP, MGCP, Q931 signalling protocols. Strong Knowledge of voice recording (NICE/ Verint), Contact Center, network routing &switching technologies, and protocols. Willing to work in extended hours and on duty. Analytical and possess good troubleshooting skills. Willing to work hard and eager to learn about new technologies. Polite and able to communicate well to the clients, client oriented. Hands on experience in the following products will be highly advantageous: CCNA, CCNP and CCIE (Voice)

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Company Intel

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