Senior Voice Engineer - Singapore - NTT SINGAPORE PTE. LTD.

NTT SINGAPORE PTE. LTD. Singapore

Found in: Talent SG 2A C2 - 3 days ago

Description

Roles & Responsibilities

Position Overview:

We are seeking a Voice Engineer with expertise in Verint or Workforce Optimization (WFO) systems under the Avaya platform. The selected candidate will play a crucial role in providing Level 1 to 3 support to our banking client, ensuring the seamless operation and optimal performance of their voice systems.

Key Responsibilities:

Provide expert-level support for Verint or WFO systems deployed within an Avaya environment.
Troubleshoot and resolve complex technical issues related to voice systems, including call recording, quality monitoring, and workforce management.
Collaborate with internal teams and external vendors to address system integrations, upgrades, and enhancements.
Conduct proactive monitoring and performance tuning to maintain system stability and efficiency.
Participate in the planning, implementation, and testing of system upgrades and migrations.
Document technical procedures, configurations, and troubleshooting steps for knowledge sharing and training purposes.
Serve as a subject matter expert and mentor for junior team members.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field.
Minimum 2 years of experience working with Verint or WFO systems in an Avaya environment.
Proficiency in Avaya Aura Communication Manager and Avaya Application Enablement Services.
Strong understanding of SIP, VoIP, and telephony protocols.
Experience with SQL databases and SQL query language.
Excellent analytical and problem-solving skills.
Strong communication and interpersonal abilities.

Preferred Qualifications:

Avaya certifications (e.g., ACSS, ACIS) or Verint certifications.
Experience working in a banking or financial services environment.
Knowledge of regulatory compliance requirements related to call recording and voice systems (e.g., PCI DSS, GDPR).

Tell employers what skills you have

Troubleshooting
Avaya Aura
UC
Telephony
QoS
PCI DSS
SQL
Avaya
Workforce Management
Performance Tuning
VoIP
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