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Lead Voice Solutions Engineer
2 months ago
Position: Voice Engineer
Location: Onsite Role
Overview:
The selected candidate will be tasked with providing engineering support for voice-related technologies. Responsibilities include the physical installation and removal of handsets and switches, as well as offering remote assistance for voice and data equipment during critical incidents and scheduled maintenance. The role also involves performing backups and reboots of voice customer premises equipment (CPE) and implementing necessary security patches and policy updates.
Essential Skills:
Proficiency in troubleshooting and working with Avaya Voice Platform software and hardware, Nice Call Recording, Cisco Call Manager, Cisco NAC, BVOIP (IP Flex & TAO), IP Toll Free solutions, and various softphone applications is required. Familiarity with remote support for voice and data gear, planned maintenance activities, and executive support tasks is essential.
Key Responsibilities:
- Assist clients during downtimes, manage incidents, and conduct regular updates on devices.
- Handle escalations effectively.
- Participate in regular meetings and provide executive support.
- Create customized reports based on client needs.
- Conduct both on-site and remote health assessments.
- Support project initiatives and manage change control processes.
- Maintain accurate ticketing and administrative records.
- Be available for urgent client support outside of standard working hours.
Qualifications:
- Strong communication abilities.
- Minimum of 8 years of experience in voice and data environments.
- In-depth knowledge of voice platforms.
- Understanding of Routing, Switching, Telco Transport Layers, Mobility, and ISP frameworks, including LAN and WAN.
- Expertise in IP, Enterprise Networking, SIP, and BvOIP.
- Exceptional problem-solving and analytical skills.
- Ability to convey complex technical concepts in a clear and concise manner.
- Resourceful and capable of working autonomously.
- Strong organizational skills with attention to detail.
- Ability to manage multiple tasks with changing priorities.
