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

• 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)