8.0 - 12.0 years

16 - 30 Lacs

Bengaluru

Hybrid

for ensuring Job Description Date Completed: Job Title: Voice Engineer 1 Salary Grade / FLSA: Salaried / Exempt Last Revised: Job Code: Reports to: IT Infrastructure Operations Manager Prepared by: Mukesh Prakash Date: May 30th, 2025 Job Summary: The Voice Engineer position in the Telecom Infrastructure Operations segment of IT is part of a high-performing team supporting over 2000 remote locations worldwide, including 3 corporate Data Centers in North America and 30 Data centers in Europe. The general responsibilities of the team include operational responsibility for Telecom connectivity, stability, security and compliance, as well as the support of technology such as Cisco UCCE, Cisco UC, Genesys and MITEL Voice Technologies, Call Recording, Messaging and Monitoring. This position is responsible to ensure the continued enhancement of features, security and support for LKQs evolving Telecom environment. Essential Job Duties: Ensure the continued smooth operation of the global voice infrastructure for LKQ and acquired businesses. Provide support for the full suite of Cisco Contact Center (ICM, Rogger, PG, CVP, VVB etc.) and Unified Communications (CUCM, CUC, IM&P) and Genesys Provide support for e911 initiatives and Call recording Solutions. Provide support for on-prem and remote (softphone) installations. Provide support for collaborative tools (MS Teams, WebEx, Jabber, etc.) Implement critical and global voice changes in alignment with evolving Security Requirements, including stringent PCI Compliance initiatives (Eckoh, device patching, etc.). Provide support and solutions for Dial Peers, Dial Plans, SIP registration and SIP Trunking. Produce reports on the health of the network environment. Troubleshoot issues and provide solutions. Participate in on call schedule as needed. Assume other duties as assigned. Basic Qualifications Education & Experience: Bachelor's degree in computer science, Information Technology, or equivalent work experience. 8+ years of IT voice and networking experience with responsibility for installing and maintaining Cisco UCCE including Cisco VoIP phone systems, routers, switches and network/voice management software and Genesys. Cisco Certifications CCNA Voice required, (CCVP or CCNP highly preferred). Genesys Certifications Knowledge/Skills/Abilities: Expert knowledge of Cisco UCCE, Cisco UC, Genesys and Mitel Expert Knowledge of UCCE Call flow and UCCE components CVP, ICM, Rogger, Finesse, CUIC and Live data etc. Expert knowledge of Session Initiation Protocol (SIP). Expert knowledge of building Auto Attendants, Call Groups, Route Points and Auto Dialers. Expert knowledge of working and supporting redundant equipment and circuit designs. Working knowledge of Quality of Service. Experience with a variety of routing protocols including EIGRP, BGP, OSPF Knowledge of monitoring tools (e.g. SolarWinds, Live Action, Wireshark). Knowledge of collaborative tools (e.g. MS Teams, WebEx, Jabber). Experience with ServiceNow or other ticketing/CRM solution. Experience with provisioning scripting. Experience with ITIL, with a focus on following and developing corporate ITIL processes. Good written and verbal communication skills, with a fluency in English, to work effectively with team members, support personnel, and clients. Self-motivated with the ability to effectively interact with all levels within the company. Ability to follow instructions and accept constructive feedback. Deal tactfully with users, co-workers and the general public. Self-motivated, hardworking, and dependable. Familiarity with cloud-based solutions. Expert-level experience supporting highly available services. Proven troubleshooting skills. Ability to multitask and meet project deadlines with minimal supervision. Decision Making Examples: A site is experiencing audio issues with its handsets. The issues are sporadic, but involve audio delays and call drops. A site is transitioning most of its workforce from on-site to remote agents. Team Member: You have been assigned to the job title shown above. The duties shown are the generally accepted duties at LKQ Corporation for this role. Your duties may vary depending on your specific department /location, and your supervisor will discuss these variances with you. By your signature below, you acknowledge that you have discussed this role with your supervisor and understand your assigned duties. Team Member (Print/Sign) Date Supervisor (Print/Sign) Date

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