Senior Voice and Telephony Analyst

2 weeks ago


Pune, Maharashtra, India Smith's Group Full time
About the Role

We are seeking a highly skilled Senior Voice and Telephony Analyst to join our team at Smith's Group. This is an exciting opportunity to work with our cutting-edge telephony estate, providing technical support and maintenance for our fixed line voice and UC systems.

Key Responsibilities
  • Provide expert-level technical support for our fixed line voice and telephony estate, ensuring seamless operations and high uptime.
  • Maintain and manage Smith's fixed line voice, toll-free lines, and telephony/UC environment, ensuring optimal performance and system stability.
  • Create and maintain detailed documentation for both support teams and customers, promoting knowledge sharing and best practices.
  • Manage and resolve complex support tickets, outages, major incidents, and escalations in a timely and effective manner.
  • Monitor and report on performance and usage of Smith's Voice and UC estate, identifying areas for improvement and implementing recommendations.
  • Support the implementation of new UC/voice deployments, ensuring smooth integration with existing systems.
Requirements
  • 1-2 years of experience with all aspects of telephony and fixed line voice (POTS, ISDN, PRI, and SIP).
  • 1-2 years of experience with supporting contact center solutions (preferably Genesys PureCloud Contact Center).
  • Experience migrating existing premises-based PBXs to cloud PBX (preferably MS Teams or Skype for Business).
  • Experience analyzing and reporting fixed line bills and customer service records.
  • Experience supporting Audiocodes SBA/SBC.
  • Experience with Microsoft Teams Telephony with direct routing or operator connect.
  • Microsoft Office Professional Software Applications (Word, Excel, PowerPoint, Access, Outlook).
Why Choose Us?

At Smith's Group, we offer a collaborative culture where innovation and fresh ideas are encouraged. Our diverse team values equality, ethics, and diversity, providing a supportive work environment that fosters growth and development.

We provide flexible working arrangements and a competitive salary package, estimated to be around £60,000 - £80,000 per annum, depending on location and experience.



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