Voice Engineer/ Field Support Engineer (Cisco Voice/ Verint) - L2

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Key Responsibilities:

• Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment, systems, and software
• Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
• Serves as company liaison with customer on administrative and technical matters for assigned cases.
• Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
• This job may include any aspect of field support, and is not limited to system hardware and software, networking/wireless networking.
• This job provides customer support. If employee is primarily responsible for supporting applications/systems engineering.
• Manage post implementation support issues (fault call tickets)
• Participate in regular operations review meetings, including operational issues, tickets review etc.
• Conduct internal training as part of knowledge sharing.
• Provide Level 1/2 operations support for Voice and network infrastructure.
• Perform changes to the network in-line with the organization’s Change Management processes.
• Ensure compliance to policies, processes, and standards, both internal and clients’ organization

Education & Certification

• Degree or Diploma in Computer Engineer, Computer Science, Information Technology, or related field
• Contact Center related certification

Requirement:

• Lead the Conversation with client, to understand the issue(s) face by the client and resolve the issue(s).
• Taking ownership and accountability of the issue list.Work / troubleshoot with vendors, principals, and colleagues on resolving the issue.
• Good troubleshooting and logical skill.
• Good documentation skills.
• Experience in raising and closure of ITSM.
• ITIL knowledge and experience is preferred.
• Understand Phones systems and Contact Center terminology is required.
• Team player, but also able to work independently when required.
• Interested to learn and pickup new skills.In-depth knowledge of Cisco Voice and Cisco Telepresence technologies and H323, SIP, MGCP, Q931 signalling protocols. 
• Strong Knowledge of voice recording (NICE/ Verint), Contact Center, network routing &switching technologies, and protocols.
• Willing to work in extended hours and on duty.
• Analytical and possess good troubleshooting skills.
• Willing to work hard and eager to learn about new technologies.
• Polite and able to communicate well to the clients, client oriented.
• Hands on experience in the following products will be highly advantageous:
  • Cisco routing/switching products
  • Cisco CUCM, CUC, CUCS, UCCX
  • Cisco Contact Center Enterprise
  • Genesys Contact Center
  • Cisco Remote ExpertCisco gateway and gatekeeper
  • Cisco Unified Border Element
  • Cisco Telepresence
  • Cisco UCS
  • Cisco PCCE
  • Verint WFO
  • Verint Verba (Financial Compliance)

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.  Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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