We are looking for a competent Voice L2 Engineer to provide fast and useful technical assistance on Call Centre Voice Setup (On-premise and Cloud). Experience on Avaya, Genesys, Cisco, Asterisk, Voice Trunks(E1, SIP, SS7 etc.), assistance to the CCT OEM/Support will be preferred. The successful candidate will answer queries on basic technical issues and offer advice to solve them. The candidate must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serve as the first point of contact for customers/OEM/Support provider/Vendor/NOC for the remote support for the new installations/project and for the planned/planned maintenance/troubleshooting activities over the phone or email
• Support the remote troubleshooting through diagnostic techniques and pertinent questions
• Daily monitoring of system health check for the alarms, hard/soft phone status, trunk status/utilization, status of the call recordings space etc
• Understanding of the ACD and Dialler reports
• Creation of the skills-sets, IP station IDs, Agent IDs
• Registering/troubleshooting new/existing IP end-points(hard/soft phone)
• Daily Voice/ACD/Dialler/Trunks Incident tickets handling for the End-Users/CC agents
• Provide guidance to end users on phone usage / features / configurations
• Assist troubleshooting and analysis of any major issues (as directed by L3 SME)
• Support for any onsite voice projects and initiatives
• Documentation of relevant issues and processes for future reference

Requirements and skills

• Good Understanding of the voice PBX, Call Centre solutions, ACD and Outbound Diallers
• Minimum 1 year of experience administering some or all of the following platforms - Avaya PBX and/or Cisco Call manager and/or Aspect UAD and/or Asterisk X-Lite
• Proven experience as a Voice help desk technician or other customer support role
• Graduate with specialization in Information Technology/Telecom/Computer Science
• At least 2 years of work experience with minimum 6 months of relevant exposure
• Ability to work independently with minimum supervision