L2 Voice Network Analyst
L2 Voice Network Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
CWTs complex network generates a constant stream of challenges which requires us to be continually innovative with an evolving set of technologies. Keeping the network reliable ensures that our users stay connected with our suite of applications products and services.
We are looking to recruit a Level 2 Voice Network Analyst to facilitate this in our Global Network Operations Center in Manila. The voice services platform provides both call centre and enterprise voice capability. This role will to support the voice infrastructure through the full lifecycle ensuring it meets the strategic long term plans of the business. The tasks will be both operational in responding to incidents but also will involve supporting projects. The role is also responsible for establishing design and build standards for voice capabilities that support the needs of the business.
Mainduties & responsibilities:
Primary Responsibility #1
Responsible for the design configuration and in-life support of the voice infrastructure platform that supports the CWT business.
Includes the voice infrastructure components covering inbound and outbound calls call routing and processing call recording including voicemail and CTI integration
Provision of support on incidents associated with voice services covering inbound and outbound calls call routing and processing call recording including voicemail and CTI integration
Responsible for troubleshooting voice related incidents and implementing standard changes across a number of global voice platforms
Follow standard operating procedures around incident problem and change management with an ongoing remit for continual process refinement and improvement
Responsible for pro-active monitoring of the network infrastructure and contributing to the definition and measurement of KPIs associated with this infrastructure.
Respond to service requests covering both incidents and standard changes or work requests
Primary Responsibility #2
Performing research analysis and isolation of alarms that require escalation; may have to perform additional research and/or triage when needed.
Be the primary interface with various internal IT and business teams to facilitate fluid transfer of information for both implementations and service restoration.
Contibute to the creation of standard voice design or blueprints in the areas of call routing call recording trunk gateway and local survivability design along with scripting and CTI integration.
- BA/BS degree in Computer Science or related field or equivalent work
- ITIL certification demonstrating proficiency around service management
- At least 5 years relevant experience
- Good technical skills and experience with a service provider or enterprise-level network in operations or engineering roles.
- Hands on experience in troubleshooting and resolving voice network issues
- Experience of working in an high availability environment providing 24x7 support
- Excellent attention to detail and positive can-do attitude
- Industry certification from a major telephony vendor such as Avaya Cisco Mitel Nortel or similar
- Experience and familiarity of working with Avaya Aura CM platform or similar including associated management systems
- Experience of voice recording technologies from vendors such as Verint or Nice
- Experience and familiarity of working with voice gateways session border controllers voicemail platforms
- Familiarity with contact center technologies
- Good fundamental understanding of voice features and concepts such as hunt groups dial plans analogue trunks and protocols such as SIP RTP H323 & MGCP
- Experience of scripting and Windows & Linux server skills
- Familiarity with large scale data networks including hosting and global WAN would be beneficial.
- Able to build and maintain collaborative relationships with clients from multiple functional areas and with IT peers
- Experience of working within an ITIL framework
- Experience of working with common voice management tools such as Prognosis SolarWinds
- Experience of working with ticket management systems such as ServiceNow
Required Experience:
IC
Employment Type
Full Time
