IT Voice Support Engineer

Job Description

Company description Job Title: IT Voice Support EngineerLocation: RemoteContract: PermanentHours: Full TimeSolution bringers. Day makers. Extra milers. We are the AA. And we keep everyones show on the road. There for our members wherever and whenever they need us, were always ready for anything. Thats why, for over 100 years, weve continued to evolve andadapt. Today, as the nations number one motoring organisation, we offer a range of excellent products and services to millions of customers. We aim to support the UKs 17m drivers and to facilitate their driving lives through data and innovation; to succeedwith this, we require a step-change in pace and thinking.#LI-TheAA This is the job As an IT Voice Support Engineer, youll join our exciting journey to fulfil our future vision. The successful candidate will be exposed to and involved in a big stream of incoming project work to transform and deliver on this ambitious vision.As our IT Voice Support Engineer, you will be responsible for administering, maintaining, analysing and designing the enterprise voice environment, including hardware and software components, to meet current and future business needs. This includes enablingthe monitors and controls of the performance and status of enterprise telephony environment technology and providing operational support and problem resolution.The IT Voice Support Engineer manages and plans efforts to maintain, research and design new or existing voice hardware and software technology components. The role utilises proven systems, infrastructure and scripting, to execute on complex tasks relatedto voice hardware and software technology analysis, integration, and incident and problem resolution. What will I be doing

• Analyse performance of voice technologies, including usage and load patterns and system responses.
• Monitor system performance, troubleshoot outages and manage vendors to ensure optimal system performance.
• Resolve L1 & L2 incidents logged via service desk and online.
• Carry out IT requests for Voice technologies.
• Administration and configuration of Cisco UCCE, Cisco CUIC, Eleveo (Zoom) Call Recording Teleopti Work Force Management, Acqueon Outbound Dialling Campaign Manager, Vodafone INContact
• Add, update, and close records in the IT Problem Management and Change Management databases.
• Manage patching and updates to existing voice systems
• Vendor Management - Natilik, Vodafone
• Daily review of systems status, periodic reboots, and managing of system backups,
• Write documentation, develop and enforces policies, work instructions (runbooks) and procedures in support of company requirements as it pertains to the Voice infrastructure.
• Understand and comply with Information Security policies and procedures.
• Design and support Voice infrastructure and its associated software, including but not limited to PBXs, Reporting applications, Call Centre technologies including CTI integration, reporting, recording and work force management.
• Identify opportunities to automate manual system tasks.
• Select, deploy, and utilise tools for monitoring and reporting of Voice applications and systems.
• Collaborate with other IT teams for upgrades to operating systems, hardware, etc.
• Remain current on new products and standards in support of both legacy and up-to-date systems development and equipment procurement.
• Provide recommendations and technical support for our Contact Centre environment.

What do I need Capability, Knowledge and Experience:

• Must be able to be rotate on-call for nights and weekends, ability to work nights and weekends, variable schedule as necessary, and ability to travel to multiple locations as needed.
• A minimum of 3 years experiencing working as a technical expert in the following fields:
  • IP Telephony and Contact Centre Application technical support
  • Expertise with Cisco UCCE, Cisco Jabber, Cisco Finesse, Cisco CVP, Cisco CUIC
  • Strong knowledge of networking principles and understanding of VoIP, SIP, H.323, TCP/IP, IP VLANs, Ethernet, Routing, Switching, DHCP, DNS and QoS
• Knowledge of Call Routing, CTI, IVR, Call Recording and Analytics, WFM, SIP Trunking, and Voice Technology Management tools and systems.
• Knowledge of industry trends in voice technology
• Understanding of the interaction between voice and other technologies including but not limited to network, platforms and storage.
• Understand voice technology standards and able to apply them in support of business needs within the environment.
• Analyse problems and issues, identification of performance trends.
• Adheres to Change Control Management.
• Demonstrable technical ability to contribute to the design, integration and support of network/voice Infrastructure.
• Ability to understand customers requirements and identify vulnerabilities in order to develop and deliver solutions.
• Other areas beneficial areas of experience include:
  • Cisco certifications
  • Basic understanding of networking up to CCNA level
  • Microsoft Teams principles including E5 functionality
  • ITIL framework
  • Skilled at integrating other ancillary voice technologies, such as Eleveo call recording, Teleopti WFM, Acqueon outbound Dialler
• Good knowledge of analytical techniques and methods and problem-solving skills.
• Experience of the regulatory and audit requirements within an operational environment.
• Have demonstrable documentation skills.
• Awareness of project management methodologies, e.g. Prince II

Education and Qualifications:

• Educated to HNC level in IT communications or a related technical subject, or equivalent professional accreditation.
• Cisco certifications.
• ITIL version 4 Foundation.