Sr. Telecom Engineer I

Description Principal Duties and Responsibilities (Essential Functions)

Operational Requirements

Provide 24x7 operational support of Voice Devices, capacity planning, conduct infrastructure audits, configure security policies etc.
Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
To ensure an effective communication process is in place with all the stakeholders including vendors, server, Network and Operation support teams. Drives project towards standard and automated infrastructure solutions that reduce cost, improve service delivery, and boost effectiveness
Provide Level 2 support for unresolved and multi-geo impacting Sev1 issues
Help in preparing RCA for Sev1 Incidents
Solution Design for new Site Setups, Core Level Voice technologies etc
Standardization and optimization initiatives & roll-out
Derive & deploy enterprise level changes
Provide resolution to chronic Voice issues
Provide RFP/RFQ/RFI support to IT Solutions team
Represent CNX in technical calls with customers for design or RCA discussion
New product and technology evaluation.
Create and publish configuration and design templates
Control access to Voicedevices across Level 1 administrators
Provide technical inputs to providers for any changes and new requirements
Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
Review RCA for Sev1&2 Incidents

Your Journey at Concentrix + Webhelp Starts Here:

At Concentrix + Webhelp, our mission is to be the greatest customer engagement services company in the world, rich in diversity and talent. We believe in doing right by and for people, our clients, their customers, our staff, our communities, and our planet.

We cannot achieve this vision without you

If you have an interest in improving our performance for the world’s best brands in over 70 countries spanning 6 continents, please continue reading. There are a few characteristics we look for across all our hires regardless of the team they are working for. If this is you, we would love to discuss career opportunities with you.

* Are you ready to reimagine the world?

* Does working for a company who invests in the future and is inspiring in the marketplace intrigue you?

* Are you bold in your decisions, and do you have contrarian views on how to run a business?

Concentrix + Webhelp provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX. 

 We’re a remote-first company looking for the absolute best talent in the world.

 #LI-Hybrid

Goals & Targets

99.99% Service Uptime of All Global Voice and related applications
Global Voice Team Resolution and Response time of 90% or above on All incidents SEV 1-4
Global ESAT Target of Greater than 85%
Global CSAT Target from Client above 8.5 (Scale from 1-10, 10 as highest)
On Time completion or better of All Global and Local Voice Related Projects
100% compliance on Global Voice RCA and Change Management process
90% On time submission of Global Voice RCA and PIS SLAs

Job Specifications

Education and Work Experience

A bachelor's degree (BE, BTech, B.Sc IT) is required; preferred field of study in Computer Engineering, Computer Science, Information Systems or other IT-related area,
7 to 10 year of experience working in an enterprise-size IT environment
Excellent verbal communication and collaboration skills with the ability to multi-task and prioritize effectively
Deep understanding of Telephony protocols.
Proven hands-on Experience primarily on Cisco, Avaya, Verint platforms is a plus. Maintenance, troubleshooting of the Telephony related devices.
Experience with ITIL methodology; specifically, Event, Incident, Problem, Request and Change management principles and tracking systems.
Collaborating in a team atmosphere; communicating through various technology channels with teams and end customers locally or remote.
Experience in Telecom Project Management and implementation

Knowledge, Skills and Abilities

Knowledge & Experience

Solid knowledge in IT leading practices, methodologies processes, and control framework, including but not limited to ITIL
Strong working knowledge of Voice technologies and services including: 
Avaya ACD, AES, CMS, Verint Recording Platform, System/Session Manager
ACME SBCs, SIP, Avaya AEP
Aspect/Genesis Dialer, Cisco CUCM/CVP
Installation and configuration of Avaya CM, Gateways Etc
Creation of Call flow for the different Customers.
Creating Design Document.
Follow ITIL processes on Change and Incident management.
Hands on Experience in Verint call recording solution.
Hands on Experience in ACME SBC’s.
Ensure availability of accurate & latest diagrams for all sites/clients/programs.
Capacity planning, conduct infrastructure audits, configure security policies etc.
Monitor Voice devices proactively to ensure that production downtime is minimized.
To ensure an effective communication process is in place with all the stakeholders including Vendors, Server and Network and Operation support teams.
Ensure proper monitoring of Voice infrastructure and appropriate alerts are configured in the system.
Provide support to InfoSec team for enterprise level compliance initiatives and audits
Manage roll-out of patches/IOS upgrades basis published enterprise security calendar
Manage and resolve severity Incidents and Tickets for voice related issues.
Work with Vendor engineer to troubleshoot Voice incidents and provide all required inputs to resolve the issues.
Escalate issues to next level with in set SLA and proper documentation

Personal Attributes

Excellent written and oral communication skills.
Excellent interpersonal skills.
Ability to conduct and direct research into IT issues as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed, keen attention to detail.
Proven analytical, evaluative, and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Extensive experience working in a team-oriented, collaborative environment.
Communication, teamwork and negotiation skills
Problem-solving and Good Analytical skill
Flexibility and adaptability
Good organizational skills
Ability to work tight deadlines under pressure
Has the initiative to take timely action to address current or future problems or opportunities whenever possible.
Drive to improve oneself constantly and eagerness to discover new ways and means of doing work more effectively.
Ability to use resources wisely and come up with ways and means of being able to reduce cost to promote organizational goals, support and meet organizational objectives.
The ability to create and maintain strong working relationship with colleagues and/or Customers
A commitment to continuing professional development
Ability to deal with others in an honest and straightforward manner and uphold the values and principles of Concentrix

Job Complexity and Supervision

Knowledge of Avaya ACD, AES, CMS, System & Session Manager maintaining and troubleshooting
Knowledge of Verint/any other Recording Platform maintaining and troubleshooting etc.
Knowledge on SIP Technologies like ACME SBCs, Cisco etc
Effective communication skills and good documentation skills to produce Voice related documentation
Understanding of ITIL V3 guidelines, Service Level Management etc
The position requires good organizational skills,  attention to detail, the ability to troubleshoot and logically solve problems
Change Management, Incident Management, Problem Management, People Management
Budget forecast capex and Opex of the Network requirements.
Design, solution & standardization of Voice infrastructure.
Validate Customer Audit documentation.

Working Conditions

5 days working week with on call availability for 7 days a week.

The preceding statements are intended to describe the general nature and level of work being performed by employees within this classification.  They are not intended to include or be construed as an exhaustive list of all responsibilities, duties, qualifications and skills required of personnel assigned to this job.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Concentrix is an Equal Employment Opportunity employer

Location:

IND Bangalore - Manyata Blk D1, Grd, 1st & 2nd Flr

Language Requirements:

Time Type:

Full time

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