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Senior Voice Engineer

Senior Voice Engineer

Cover-More

2 - 7 years

4 - 8 Lacs

mumbai

Posted:5 days ago| Platform:

Apply

Skills Required

claims networking diversity and inclusion customer service sip troubleshooting cisco h323 technical support webex

Work Mode

Work from Office

Job Type

Full Time

Job Description

So, what s the job

You ll provide escalated technical support, troubleshooting, and resolve high-level networking issues.

You ll act as the key interface between the organization and suppliers, vendors, and carriers for complex network challenges.

You ll administer, maintain, monitor, and upgrade telephony systems to ensure seamless operations.

You ll create, test, and implement scripts to optimize processes.

You ll design and manage call workflows for efficient customer interactions.

You ll handle support requests and collaborate with business units, IT teams, and vendor partners for day-to-day activities.

You ll participate in assigned projects, contributing technical expertise.

You ll prepare and deliver accurate customer reports.

You ll execute departmental strategic initiatives and contribute to shaping future strategies.

You ll define role strategies, drive process improvements, and implement best practices.

You ll ensure exceptional customer service for internal and external stakeholders within company guidelines.

You ll adhere to SLAs, regulatory obligations, and maintain confidentiality in line with company protocols.

You ll manage customer relationships and ensure all interactions written, phone, or face-to-face meet the highest standards.

You ll communicate clearly and appropriately with all stakeholders to maintain transparency and trust.

And what are we looking for

You ll demonstrate sound knowledge of Cisco Unified Communications Manager (CUCM).

You ll apply expertise in protocols such as SIP, H.323, and SDP.

You ll work hands-on with UCCX, UCCE, and develop call scripting and call flows, including Genesys Voice Platform.

You ll configure and manage Cisco CUBE and Voice Gateways, along with Genesys Voice Platform.

You ll leverage experience with contact center applications to deliver seamless operations.

You ll bring prior experience supporting complex contact center environments.

You ll utilize knowledge of WebEx Calling and WebEx Contact Center (preferred but not essential)

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Senior Voice Engineer