L2 CVP Engineer

Job Description

Job Title: L2 CVP Engineer Company Name: Servion Global Solutions Job Description: As an L2 CVP Engineer at Servion Global Solutions, you will be responsible for providing second-level support for customer-facing applications and services. Your role will involve troubleshooting issues, implementing solutions, and ensuring optimal performance of the Customer Voice Portal (CVP) systems. You will collaborate with cross-functional teams to enhance system functionalities and deliver high-quality support to ensure customer satisfaction. You will also assist in managing system configurations, conduct root cause analysis, and provide guidance on best practices for using CVP technology. Responsibilities: - Provide second-level technical support for CVP-related incidents and problems. - Analyze and troubleshoot issues related to voice applications and ensure timely resolution. - Collaborate with L1 support to escalate complex issues and provide guidance. - Monitor system performance and apply necessary optimizations for improved efficiency. - Document troubleshooting processes and resolutions for future reference. - Participate in system upgrades and patches to align with the latest technology. - Work closely with project teams to assist in the implementation of new features and functionalities. - Provide training and support to junior team members. Skills and Tools Required: - Strong understanding of Customer Voice Portal (CVP) technologies and architecture. - Proficiency in troubleshooting voice-related issues and supporting telecommunication systems. - Experience with voice application development, preferably in Cisco environments. - Familiarity with programming languages such as Java, XML, or JavaScript used in voice applications. - Knowledge of IVR (Interactive Voice Response) systems and contact center solutions. - Experience with network protocols and concepts related to VoIP. - Strong analytical and problem-solving skills. - Excellent communication and interpersonal skills for effective collaboration with teams and clients. - Familiarity with monitoring tools and logging systems to track application performance. - Ability to work in a fast-paced environment and manage multiple tasks simultaneously. This role is suitable for individuals who are detail-oriented, proactive in their approach to problem-solving, and passionate about delivering high-quality technical support in a customer-centric environment.