Field Tech Analyst

1 month ago


Bengaluru, Karnataka, India NTT DATA Services Full time

Job Description: Voice Build and Integration Engineer

Roles & Responsibilities:

  • Set up voice services and devices in enterprises, such as CUCM, Cisco IP phone, Jabber softphone, ZOOM, and voice getaway
  • Install call center voice devices and services, including Avaya, AES, Avaya IP phone, Avaya Softphone, and Avaya getaway
  • Implement Nice Engage voice recording and provide support
  • Manage project implementation, from build to validation and closure
  • Plan and execute implementation tasks, change management, and communication
  • Engage with vendors and oversee their activities
  • Ensure the installed solution aligns with the design
  • Coordinate testing of the solution with customer systems
  • Collaborate with vendors like MTNL, BSNL, Airtel, Vi, Tata for PRI requests and issue resolutions
  • Monitor initial activities and troubleshoot new product deployments
  • Liaise with development and support teams locally and globally
  • Adopt global standards for configuration and strive for excellence
  • Learn and implement new technologies for efficient outcomes

Requirements:

  • Hold a Bachelor's degree from a recognized university
  • Demonstrated experience in managing large-scale voice deployments across various platforms
  • Proficient in Voice Service & devices like CUCM, CUC, SBC, Cisco Voice getaway, Cisco call center setup, Jabber softphone, Zoom phone, Avaya, AES, and Nice Engage recording platform
  • Familiarity with ISDN PRI T1/E1 and basic voice networking
  • Knowledge of Voice signaling protocols such as H.323, SIP, MGCP, and SCCP
  • Understanding of FXO, FXS, PVDM, and voice hardware components
  • Basic knowledge of Avaya Communication Manager, AES, Nice recording, etc.
  • Understanding of krone, jumping & cabling
  • Open to working at client locations
  • 3-5 years of experience for this Level 2 position
  • Strong communication skills in English (written & spoken)
  • Basic ITIL Framework knowledge is a prerequisite (CHG mgmt., Problem mgmt., incident mgmt.)
  • Experience with ticketing tools, preferably ServiceNow
  • Willingness to work in rotational shifts in a 24/7 environment
  • May require travel, including overnight domestic trips
  • Adaptability to dynamic work environments
  • Excellent problem-solving skills and analytical mindset

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