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  • 04 Jun 2021

    Global Enterprise Voice Engineer


    Permanent Position
    Industrial Automation organization

    Job Description

    Project Execution

    • Responsible for the delivery of functional assessment and solution design as directed by the Communications and Messaging team lead to meet project requirements and designed for future growth and scalability.
    • Responsible for delivering implementation tasks according to the requirements and design specifications.
    • Collaborate with Communications and Messaging team lead and Digital Workplace Solutions (DWS) project managers to define project delivery plans and be accountable for the on-time delivery of assigned tasks.
    • Accountable for raising project issues and risks to project management, contribute to defining actions for issue resolution, and risk mitigation.

    IT Service and Operations

    • Responsible for day-to-day level 2 operational support for business services provided by the Communications and Messaging team.
    • Responsible for the on-time delivery of change requests (corrections and enhancements) as assigned by team lead.
    • Responsible for documenting and maintaining operational run book for project and operational changes deployed to production environment.
    • Deliver training to Regional IT services team personnel (level 1 support) and local IT site support teams as needed to improve service delivery
    • Contribute to the identification of recurring production issues and active pursuit of root cause analysis and permanent solution for recurring issues.
    • Enforce global solution designs and policies (e.g. group policies) across the enterprise.

    Continuous Improvement

    • Support the continuous improvement of the overall service through process improvement initiatives such as knowledge base article creation, and process automation.
    • Collaborate with team leads to identify and implement process improvements to drive internal efficiency gains for projects and operations
    Expires on 18 Jun 2021

    Posted By

    Arshanaa Lechumi A/P S.Krishna Kumar

    Tel: 0125202269


    • 2015 or Skype for Business Online.
    • Experience preferred working with Microsoft 365 Phone System, Calling plans and Direct routing.
    • Certifications with Microsoft Teams desired.
    • Experience working with carriers for managing local numbers, porting numbers.
    • Experience with deploying local telephony infrastructure especially Session Border Controllers. Experience working with Audiocodes, Ribbon (Sonus), Oracle preferred.
    • Dial plan management across local and global sites…. Least cost routing
    • Experience with operational monitoring of voice call quality and evaluating root cause (network, platform provider)
    • Working knowledge of end user and room hardware requirements (headsets based on user type, specifications based on room type)
    • Best practices for call flow management (call attendant, call queue management)
    • Experience with cloud platforms (Microsoft Azure, Office 365) with focus on Azure Active Directory, Microsoft Teams.
    • Demonstrated ability to acquire understanding and expertise of new technologies through self – learning and training.
    • Well experienced in working in a matrixed organization across borders, cultures, and time-zones

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