Voice Operations Engineer

Technical Support with Service Now or Remedy ticketing system. Senior Operations technician responsible for support of Voice platforms interconnected to MS Teams Voice. Will support and repair interconnectivity issues with Enterprise telephony, Contact Center, and Transport—including external carrier. Provide direct engagement and oversight, guidance, and governance for Voice operations for MS Teams interoperability with Core Voice services. Should understand and be able to support MS Teams, Avaya, Cisco, Ribbon and similar. Additionally, the candidate will perform an operations technical role, including guiding technical recovery of Voice in house systems as well as Carrier engagements and escalation. Duties will include provisioning, testing and repair Voice Operations Voice support for MS Teams, Cisco, Avaya, Ribbon, and adjunct equipment, including E911. Nice Recording provisioning is a plus. Position serves weekly on call with other team members on a rotational basis.

Responsibilities

Support and repair interconnectivity issues with Enterprise telephony, Contact Center, and Transport—including external carrier; Provide direct engagement and oversight, guidance, and governance for Voice operations for MS Teams interoperability with Core Voice services; Perform an operations technical role, including guiding technical recovery of Voice in house systems as well as Carrier engagements and escalation; Provision, test and repair Voice Operations support for MS Teams, Cisco, Avaya, Ribbon, and adjunct equipment, including E911; Serve weekly on call with other team members on a rotational basis

Requirements

Technical Support with Service Now or Remedy ticketing system; MS Teams Voice; Cisco Enterprise Voice or Avaya Contact Center or Ribbon Transport; 5 to 7 years of voice technology experience; Service Now or Ticketing System; MS Teams interoperability with Core Voice services; Understanding and ability to support MS Teams, Avaya, Cisco, Ribbon and similar; Leadership and communication on outages, including reporting change related incidents; Incident and change activities in the core voice production environment; Experience with engagement of support teams, including Domain Ops, CCO, Network Escalation; Experience with Remedy, opening and updating Incident Tickets; Experience with Change and Problem ticket management; Time management skills, high productivity

Nice to have

Previous knowledge and work experience across the Bank is helpful; Nice Recording provisioning is a plus