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Voice Systems Engineer
2 months ago
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, 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.
- Maintain 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.
- 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.
- 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.
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 - 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.
We are committed to 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.
We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.
