Voice Engineer

Job Title:

Voice Engineer

Contract Length: 12 months

Location:

Chester

Working Pattern: 3 days per week in the office

• Handling all aspects of core voice services and ensuring seamless operation of our global voice infrastructure.
• Supporting Voice platforms and interconnectivity with Enterprise telephony, Contact Centre, and Transport, including managing external carriers.
• Participating in change and problem management reviews to enhance service reliability.
• Collaborating with other support teams to swiftly manage, triage, and resolve issues.

• Microsoft 365 Certified:
  Teams Administrator Associate
• Proven track record in troubleshooting MS Teams issues and managing interoperability with core voice services like Ribbon SBC and Cisco.
• Strong experience in managing service issues related to MS Teams Voice, Cisco Enterprise Voice, carriers, and transport.
• Proficiency with Call Analytics, Call Quality Dashboard (CQD) reports, Quality of Experience (QER) templates, Power
  
  BI, Teams Policies, and Audio Conferencing.
• Familiarity with the Microsoft 365 Admin Centre, Teams Admin Centre, Microsoft Entra, Message Centre, and Service Desk.
• Experience in engaging Microsoft support tickets and escalation processes.
• Knowledge of incident and change management processes in a core voice production environment.

• Experience working with internal support teams such as Domain Ops, CCO, and Network Escalation.
• Familiarity with Power Shell, Graph
  
  API, Splunk, and Thousand Eyes.
• Experience using Remedy for opening and updating incident tickets.
• Proficiency with Service Now and MS Teams Voice provisioning.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.