Manager - Voice Engineer [T500-10109]

4 weeks ago

Bengaluru, India Kenvue Full time

Voice Engineer

Job description :

Johnson & Johnson Consumer Inc. (Kenvue) is currently recruiting for a highly skilled Voice Engineer, to support the Consumer Health Business. The position will be in the North America (NA) region with preference to work during East Coast work hours.

In this role, you will be responsible for the creation of global Voice designs and strategies that balances the benefits of standardization with the needs of all Kenvue business sectors. This role is to expand the use of technology as a strategic enabler of business goals and objectives, while leading all aspects of technology architecture for Kenvue’s Voice services. This role designs and leads the development and implementation of strategic enterprise-level voice technologies at Kenvue. You will work closely with other internal domain engineers and services providers to identify, recommend, develop, implement, and support cost-effective technology that scale to meet business needs.


Key Responsibilities:

  • Develop timely, cost effective and integrated Voice solutions that support an automation first mindset, optimized delivery performance, and improved operational reliability and availability.
  • Design and Solution Direct Inward Dialing, SIP Call routing, Direct call routing in the cloud, and Bring Your Own Carrier (BYOC).
  • Develop process related to managing Toll Free Numbers and direct dial numbers (DID).
  • Manage call forwarding with each Voice Carrier, this will include direct-dial line automatically forward incoming calls to a 3rd party contact center.
  • Manage RespOrgs activities for registering, planning, and managing toll-free numbers and DIDs.
  • Responsible for achieving operational excellence by building voice solutions that meet our Objectives and Key Results (OKR), while continuously delivering improvements at a lower cost.
  • Implement tiers of services to provide end users with options and the ability to scale up and down the tiers, as needed.
  • Design and implement Cisco IP Telephony (IPT) solutions based on client requirements, including call routing, call processing, voicemail, and collaboration features.
  • Possess hands-on experience to help troubleshoot and guide operations teams during major outages.
  • Enable delivery of long-term strategic goals for voice architecture vision and standards in conjunction with suppliers, users, department managers, and other key partners for their area of responsibility.
  • Create short-term tactical solutions to achieve OKRs (Objectives and Key Results) and while planning long-term technology roadmaps.
  • Integrate Voice solutions with Contact Center Genesys Cloud solution.
  • Develop the strategy for Voice SIP, Bring Your Carrier (BYOC), and Direct Routing for Cloud based Voice solutions such as Teams and Zoom and On Prem Cisco IPT.
  • Identify and develop opportunities for Total Life Cycle Management (TLM) from technology migration or retirement.
  • Foster innovation by challenging the status quo and bringing new ideas to bear on existing efforts.
  • Approve requirements for suppliers ensuring technology quality, completeness, redundancy, and improvement in collaboration with suppliers.
  • Research, recommend and deploy the best available hardware, tools, software, applications, and systems for attaining best-in-class Voice network solutions across the enterprise.
  • Engineer is responsible for resolving incidents and service requests assigned by network teams. They must work in collaboration with vendors and partners to identify and rectify issues and implement solutions that provide tactical and long-term solutions.
  • Implement standard Voice golden configurations for Voice hardware and Virtual CIs.
  • Engage with the data engineering and delivery team to enable network connectivity for Voice Services.
  • Work with the Kenvue procurement to complete Contracts, SOWs and Work Orders with the Circuit Service Providers and Managed Service Provider.
  • Monitor performance and fine-tune of configurations and upgrade software to maintain optimum performance.
  • Collaborate, train, and mentor Kenvue team members and Managed Service Provider (MSP) Personnel.
  • Ability to work during East Coast business hours.


Qualifications:

  • Undergraduate or Advanced degree in computer science, Information Systems, or related field with minimum 5 years of relevant experience
  • Experience with real-time communications signaling and media protocols (SIP, RTP, etc.)
  • Experience with and hands on expertise with Cisco CUCM, publisher and subscriber, and Unity for voicemail is a must.
  • Hands-on knowledge of major public cloud platforms (such as AWS or MS Azure)
  • Experience with Cloud Voice solutions such as Microsoft Teams and Zoom is desired
  • ITIL Certification is highly desired
  • Experience troubleshooting, developing, and deploying Voice technologies in a complex, ambiguous environment.
  • Possess strong influencing and negotiating skills, while building constructive relationships with business associates and 3rd party vendors, and managed service partners.
  • Hands on experience and knowledge of third-party dependencies, including but not limited to network technologies (including QoS, LAN, WLAN, WAN & network security), Voice communications protocols, and Cloud based Voice services.
  • Possess ability to work independently and drive alignment in a global environment through strong communication and empowerment are desirable traits.
  • Strong written and oral communication skills
  • Strong interpersonal skills in a team-based development environment
  • Strong computer skills and familiarity with Microsoft Word, Excel, Outlook, Visio, and PowerPoint

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