Voice Systems Engineer

3 weeks ago

Croydon, Greater London, United Kingdom Tata Consultancy Services Full time
About the Role

We are seeking a highly skilled Voice Systems Engineer to join our team at Tata Consultancy Services. As a Voice Systems Engineer, you will be responsible for providing technical support to a large user base of EMEA staff, delivering on telephony/voice initiatives/projects and innovation.

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.
  • 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.
  • Implement change in an appropriate, controlled manner.
  • Maintain CMDB (change management database) / documentation.
  • 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.
Requirements
  • 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.
About Tata Consultancy Services

Tata Consultancy Services 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.

We are a Top Employer in the UK and globally, offering a competitive salary package, paid holiday entitlement, pension contribution, private healthcare, life assurance, and income protection.

We believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is 'Inclusion without Exception'. We have 12 employee networks, including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion, and many more.

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

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