Voice Engineer

3 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia HTC Global Services Full time

Senior Consultant - TCMG at HTC Global Services

Activities
  • Working under the technical Voice Lead in Sydney
  • Working closely with the CX business in Denver & EMEA
  • Interfacing with GSD who provide Level 1 support
  • Interfacing directly with enterprise end users and CX agents and supervisors to resolve incidents and service requests
  • Integrated with the Network & Voice Team
  • Training and product coaching would be provided by the Sydney Voice Lead and support from a US-based Network Engineer in relation to processes
  • Currently no local support in the EMEA time zone
  • Providing support for global systems located in EMEA, US, and APAC
  • Utilizing the Service Management Tool (Cherwell)
  • User issues / disconnections
  • Managing carrier issues
  • Setting emergency IVR messages
Managing Service Requests
  • User MACD for CX and Teams
Additional Responsibilities
  • Raising change requests for more complex changes to IVR messages
  • Providing assistance for projects to upskill and understand the environment
  • Larger initiatives could include new sites, major IVR rebuilds, and supporting SIT testing, etc.
  • Ensuring documentation is updated and assisting with documenting any new processes
Support for the Following Systems:Amazon Connect
  • A good understanding of Amazon Connect including call flows, IVR, routing groups, Polly STT, Agents
  • Understanding of how Lambda functions and SQL support complicated queues
  • Ability to run reports for Amazon Connect using Quicksite and analyzing CTR records
  • Contact Lens, Quality Management, Scorecards, and Workforce Scheduling using Amazon Connect would be advantageous
  • Understanding of how CTI integrations to Salesforce Healthcloud functions would be advantageous
Microsoft Teams Operator Connect (NTT/LoopUp) & Audiocodes (Direct Routing SBCs)
  • Excellent understanding of Operator Connect and Teams Admin Centre for Voice Services
  • Good understanding of SIP to support Audiocodes SBC configurations
  • Supporting Yealink SIP handsets
  • Would need to learn how to support the Luware Nimbus CCaaS solution for the Turkey region
Seniority Level

Mid-Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting

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