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Voice Engineer
4 months ago
Role: Voice Engineer
Job Type: Permanent
Location: Croydon, UK (Hybrid)
Ready to utilise your skills in Cisco UCCE, CUCM and related products?
Are 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 more
TCS 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 leadership.
- a chance to explore your technical expertise to the highest level.
- an employee friendly work environment with high customer visibility.
- an opportunity to work on the latest technologies which will require to upskill/cross-skill.
The Role
As 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.
In 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:
- Provide 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 CUCM
- Provide recommendations and expertise towards consolidation/migration of the voice estate to company standard, and proactively identifying and presenting appropriate improvements.
- Technical fault finding and incident management.
- Support IT colleagues with resolving a mixture of 2nd and 3rd line tickets.
- Provide diagnosis and resolution of voice incidents.
- Ensure resolutions are fit for purpose and implemented in a safe and controlled manner.
- Maintain and ensure high levels of network/voice availability and resilience.
- Oversee the day-to-day management of the Voice estate, and proactively recommend areas where improvements and additional functionality may be appropriate.
- Implement change in an appropriate, controlled manner.
- Make sure that CMDB (change management database) / documentation is kept up to date and fit for purpose.
- Ensure work is carried out to the appropriate quality and company standards and timescales.
- Deploy and maintain corporate standards.
- Any additional duties & responsibilities that may reasonably be expected to be undertaken.
- Carry 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 Profile
Key skills/knowledge/experience:
- Be a SME in some of the telephony\voice disciplines specified.
- Good technical expertise in Cisco UCCE and related products.
- Excellent hands-on experience in Cisco CUCM and suite of related products.
- Knowledge of Unity Voicemail, Expressways.
- Hands-on experience of upgrade/installation of UCCE.
- Experience with creation of ICM script and Monitoring.
- Understanding of how scripts relate to Wallboard, CUIC requirements.
- Ability to debug UCCE logs either via dump logs or Diagnostic Frame Portico.
- Understanding of UCCE SQL tables and use of queries.
- Ability to understand the agent log on procedure through to call answering, with view to debug all actions.
- CUIC experience – use of Default reports and customized reports.
- Knowledge of creation and deployment of UCCE Scripts -understand Call Types, Dial numbers, RONA, PQ’s / Skill groups.
- Previous experience of building UCCE scripts via Call Studio.
- Ability to create IVR and Menu options within Unity Voice Mail.
- Knowledge of Video Technologies – WebEx, CMS, TMS.
- Experience with voice over IP Protocols (SIP, H323, MGCP, SCCP, etc.), Legacy Voice Protocols (ISDN, QSIG etc.).
- Ability to debug voice gateway including Qsig, SIP protocols.
Good to have:
- Knowledge of Wallboard- 2ring.
- Knowledge of Outbound Dialer- Acqueon.
- Experience with call logging.
- Experience with Voice Recording Vebra, BiB SIP trunking.
- Any experience on Genesys Contact Centre will be a huge plus.
Rewards & Benefits
TCS 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 & Wellbeing
At 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 vs.mohana@tcs.com 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.
