Voice Engineer in Bethpage, NY

2 weeks ago


Bethpage, United States INA Solution Inc Full time
Job DescriptionJob Description

Title: Voice Engineer

Location: Bethpage, NY

Employment Type: Full Time

Visa: USC GC

Responsibilities:

  • Resolve complex contact center routing and IVR issues through troubleshooting.
  • Participate in on-call rotation, including weekends, nights, and holidays.
  • Communicate effectively with multiple tiers of management, both verbally and in writing.
  • Utilize ticketing tools to manage incidents, ensuring adherence to SLAs.
  • Handle level 2 break-fix incidents, contact center deployments, application upgrades, and service transformation initiatives for Optimum, Suddenlink, and all BPO sites for Altice USA.

Skills Required:

  • Proficiency in UCCE Technical and Support Functions.
  • Familiarity with CUCM (Cisco Unified Communications Manager).
  • Experience with the Cisco UCCE suite of call routing components and applications.
  • Ability to participate in real-time triage conference calls for troubleshooting complex contact center routing and IVR issues.
  • IVR support, analysis, and troubleshooting skills.
  • Proficient in log tracing and analysis.
  • Exposure to SIP, CTI, and gateways (SBC).
  • Strong troubleshooting skills in Windows and Linux environments.
  • Solid understanding of computer and network fundamentals.
  • Strong problem-solving and diagnostic abilities.
  • Experience with Verint Enterprise Call Recording.
  • Knowledge of Oracle SQL or Microsoft SQL.


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