Voice Build L2 Engineer (NICE,Ribbon SBC)

The Voice Engineer is an intermediate level role responsible for assisting with voice network and help desk administration activities, including Voice infrastructure troubleshooting and problem resolution, maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks. The role will focus on the management of the Session Border Controllers network based on the Ribbon and Cisco devices.

Responsibilities:

* Troubleshoot the voice and network problems and provide the solutions

* Providing operational support to the Infrastructure related to the Voice products and participating in the on-call rota

* Manage vendor/carriers interactions and activities

* Perform impact analysis, solve/work on high impact problems/projects, and provide resolutions to restore services

* Drive Root Cause Analysis (RCA) post restoration of service

* Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks

* Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary

* Provide technical/strategic direction and act as advisor/coach to lower level analysts

* Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices

* Responsible for overall operating system applications

* Contribute to technical direction and strategic decisions

* Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

* Expertise in the SIP Voice solutions including Session Border Controllers

* Experience with Ribbon Hardware and Software Architecture is a plus

* Expertise in the SIP signalling troubleshooting

* Ability to build the basic code (Python) and solutions to automate the repeatable tasks / Bulk Jobs

* Practical understanding of the SQL , HTTP and REST API

* 2+ years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement

* Ability to communicate technical concepts to non-technical audience

* Ability to work with virtual and in-person teams, and work under pressure or to a deadline

* Ability to operate with a limited level of direct supervision.

* Experience in a Financial Services or large complex and/or global environment preferred

* Effective written and verbal communication skills

* Effective analytic/diagnostic skills

Education:

Bachelors/University degree or equivalent experience