Network Operations - Voice Engineer

Role Overview: You will be stepping into a technology ecosystem at Lexmark, now a part of Xerox, where your ideas, skills, and ambition can shape the future. Whether you are starting out or leading at higher levels, this is a place to grow, stretch, and make a real impact across industries, countries, and careers. From engineering and product development to digital services and customer experience, you will play a crucial role in connecting data, devices, and people in smarter, faster ways. Key Responsibilities: - Work on voice transformation, maintenance, and Firewall side for Policy/Routing. - Build tenant for operating in the cloud, On premise / Cloud SBC routing, MACD process development, Managing Toll free numbers globally, Call routing within TSC - Customer facing agents. - Analyze, diagnose, and resolve customer issues within the company's voice systems to ensure timely updates and maintenance. - Provide Tier 2 and Tier 3 technical support to resolve customer issues within specified timeframes, collaborating with vendors and documenting solutions. - Collaborate with 3rd party vendors to minimize downtime and efficiently resolve issues, establishing collaborative relationships and documented communication processes. - Timely escalate unresolved issues to the next level of support to minimize operational impact, following documented escalation procedures. - Promptly support for enterprise customer network, including troubleshooting voice, video, and data (IP) traffic to ensure optimal performance, documenting troubleshooting steps. - Implement voice scripting for contact center solutions to improve customer experience and efficiencies. - Successfully implement technology changes with minimal disruption and improved voice services, transitioning from Carrier services to centralized Carrier SIP solution. - Perform voice system maintenance and upgrades according to procedures to ensure system stability and minimize downtime. - Understand and perform voice system maintenance and upgrades, including service packs and patches. - Develop and maintain accurate voice system support documentation in a knowledge repository for easy access and efficient knowledge sharing. - Continuously monitor system performance, identify trends, and provide capacity planning recommendations for optimal voice system performance. Qualifications Required: - University masters degree in Information Technology or related field, or Bachelor's degree with a minimum of 5 years of experience. - Strong knowledge of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and routing. - Experience integrating multiple systems in a complex environment, both on-premise and within cloud infrastructure. - Strong background in Cisco voice infrastructure, including experience with Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Express (UCCX), and Cisco Voice Gateways. - Experience working with cloud technologies, specifically Microsoft Teams, and familiarity with cloud-based voice solutions and services. - Excellent analytical, organizational, and communication skills. - Self-motivated, able to work independently, and collaborate effectively with stakeholders. - Experience providing daily operational support for voice infrastructure, troubleshooting, and resolving customer issues. - Commitment to continuous learning, staying up-to-date with industry trends, and maintaining accurate system support documentation. - Ability to work nights or weekends as needed. - Experience working with international teams is a plus.,