Voice Engineer

Voice Engineer

Insight Global is looking for a motivated Voice Engineer to join a Fortune 50 Financial client in Salt Lake City. This will be a Level 1 Support role and this position will require 2-3 years of relevant experience in voice infrastructure support / management. You must have good verbal and written communication skills; experience in operating and implementation, support, and management of complex Voice infrastructure and be comfortable working in a geographically diverse environment.

The Voice Engineer will be part of Resolution team responsible for proactive voice infrastructure management of the Global voice infrastructure which includes Cisco Call Manager, Call Center, Voice Recording (Cybertech, Verint), Audio Conferencing (Avaya), Unity Voice mail systems, Trader Voice platforms (IPC, BT, Unigy, ISR/Hoots). Monitoring Infra, External Connectivity's (Clients & Vendors).

Responsibilities include:

• Monitoring the Voice Equipment's deployed globally using Monitoring tools
• Troubleshooting and Resolution to any production issues (monitoring or user reported)
• Track and document production issues
• Ensuring production issues are worked on within agreed SLA / SLT
• Owning an issue to provide resolution
• Escalating complex and critical issues to Leads in timely
• Working with Voice product vendors and telecoms service providers with regards to production issues
• Follow global change management procedures and best practices for implementation.
• Engineer should have a working knowledge of industry wide best practices. Change management, Incident management, Release management.
• Establish and maintain effective working relationships with internal and external technical, business, and support groups, including vendor/partner relationships.
• Document and maintain accuracy of standard operating procedures and best practices for areas of responsibility.