Voice Engineer

Required Skills & Experience
• \t2-3 years of experience working within a voice domain
• \tUnderstanding
• \tExperience managing, monitoring and supporting Voice infrastructure
• \tExperience with SNMP monitoring tools (ex. EMC SMARTS)
• \tStrong ability to diagnose voice alerts, events or issues along with strong analytical and problem solving skills.
• \tAbility to handle multiple concurrent tasks with minimal supervision
• \tAbility to work on flexible schedule
• \tMaintain accurate records of changes, incidents, projects and as-built documentation.

Nice to Have Skills & Experience
• \tExperience with the technologies below:
o\tCisco Call Manager
o\tCisco Contact Center
o\tCisco Unity
o\tVoice Recording (Cybertech, Verint)
o\tAudio Conferencing (Avaya)
o\tCisco Unity Voice mail systems
o\tTrader Voice platforms (IPC, BT, Unigy, ISR/Hoots)


Job Description

Insight Global is looking for 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).
• \tMonitoring the Voice Equipment’s deployed globally using Monitoring tools
• \tTroubleshooting and Resolution to any production issues (monitoring or user reported).
• \tTrack and document production issues
• \tEnsuring production issues are worked on within agreed SLA / SLT
• \tOwning an issue to provide resolution
• \tEscalating complex and critical issues to Leads in timely
• \tWorking with Voice product vendors and telecoms service providers with regards to production issues
• \tFollow global change management procedures and best practices for implementation.
• \tEngineer should have a working knowledge of industry wide best practices. Change management, Incident management, Release management.
• \tEstablish and maintain effective working relationships with internal and external technical, business, and support groups, including vendor/partner relationships.
• \tDocument and maintain accuracy of standard operating procedures and best practices for areas of responsibility.