Voice Engineer

2 weeks ago

Croydon, Greater London, United Kingdom Tata Consultancy Services Full time

Role:

Voice EngineernJob Type:

PermanentnLocation:
Croydon, UK (Hybrid)

Ready to utilise your skills in

Cisco UCCE, CUCM and related products?nAre you passionate about

facing a challenging role where you will get high customer visibility and the opportunity to explore your technical expertise to the highest level?

We have an exciting role for you

as a

Voice Engineer

Careers at

TCS:
It means morenTCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology.

We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide.

For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought chance to explore your technical expertise to the highest employee friendly work environment with high customer opportunity to work on the latest technologies which will require to upskill/cross-skill.

The RolenAs a


Voice Engineer , you will provide technical support to a large user base of EMEA staff, delivering on telephony/voice initiatives/projects and innovation including Problem management, showcasing your ability of working with stakeholders to innovate/improve in this domain.nIn this role, you will provide analysis, diagnosis, and resolution of business issues for telephony systems, applying a high level of BAU technical support across various Business Units on telephony and contact center infrastructure, involving escalations from Service Desk and Desk Side Support and assisting with telephony related project work.


Key responsibilities:

nProvide Level 3 support for all UK voice systems, covering support, BAU admin, and maintenance in line with company standards.

Act as one of the SMEs for UCCE and CUCMnProvide recommendations and expertise towards consolidation/migration of the voice estate to company standard, and proactively identifying and presenting appropriate improvements.nTechnical fault finding and incident management.nSupport IT colleagues with resolving a mixture of 2nd and 3rd line tickets.nProvide diagnosis and resolution of voice incidents.nEnsure resolutions are fit for purpose and implemented in a safe and controlled manner.nMaintain and ensure high levels of network/voice availability and resilience.nOversee the day-to-day management of the Voice estate, and proactively recommend areas where improvements and additional functionality may be appropriate.nImplement change in an appropriate, controlled manner.nMake sure that CMDB (change management database) / documentation is kept up to date and fit for purpose.nEnsure work is carried out to the appropriate quality and company standards and timescales.nDeploy and maintain corporate standards.nAny additional duties & responsibilities that may reasonably be expected to be undertaken.nCarry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance, and Gallagher's shared values putting clients at the heart of our business.


Your ProfilenKey skills/knowledge/experience:

nBe a SME in some of the telephonyvoice disciplines specified.nGood technical expertise in Cisco UCCE and related products.nExcellent hands-on experience in Cisco CUCM and suite of related products.nKnowledge of Unity Voicemail, Expressways.nHands-on experience of upgrade/installation of UCCE.nExperience with creation of ICM script and Monitoring.nUnderstanding of how scripts relate to Wallboard, CUIC requirements.nAbility to debug UCCE logs either via dump logs or Diagnostic Frame Portico.nUnderstanding of UCCE SQL tables and use of queries.nAbility to understand the agent log on procedure through to call answering, with view to debug all actions.nCUIC experience – use of Default reports and customized reports.nKnowledge of creation and deployment of UCCE Scripts -understand Call Types, Dial numbers, RONA, PQ's / Skill groups.nPrevious experience of building UCCE scripts via Call Studio.nAbility to create IVR and Menu options within Unity Voice Mail.nKnowledge of Video Technologies – WebEx, CMS, TMS.nExperience with voice over IP Protocols (SIP, H323, MGCP, SCCP, etc.), Legacy Voice Protocols (ISDN, QSIG etc.).nAbility to debug voice gateway including Qsig, SIP protocols.


Good to have:

nKnowledge of Wallboard- 2ring.nKnowledge of Outbound Dialer- Acqueon.nExperience with call logging.nExperience with Voice Recording Vebra, BiB SIP trunking.nAny experience on Genesys Contact Centre will be a huge plus.

Rewards & BenefitsnTCS is consistently voted a Top Employer in the UK and globally.

Our competitive salary packages feature paid holiday entitlement, pension contribution, private healthcare including dental & optical coverage, life assurance and income protection, laptop and phone, cycle-to-work scheme, exclusive discounts on gym memberships, discounted rates on car leasing options, staff discounts within the larger Tata network, and access to extensive training resources.


Diversity, Inclusion & WellbeingnAt TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive.

Our diversity motto is 'Inclusion without Exception'.

You'll find a welcoming culture and many internal volunteering and social networks to join.

Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).


We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.

If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at

with the subject line:
"Reasonable Accommodation Request".


Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application.

If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.

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