Voice Recording Engineer

Job Description

• Perform daily health checks on Real-Time Communication (RTC) Voice systems.
• Provide on-site and remote support to RTC Voice users for various equipment including:

1. Avaya Voice Devices and components
2. Cisco Voice Devices and components
3. Voice Gateways
4. Phones, Headsets, and Webcams (installation)
5. Mobile Voice Recording Systems (health checks)
6. NICE NTR Voice Recording Systems (basic call testing, querying, and playback)
7. Audio Conferencing Devices
8. Unified Communications Tools/Devices

• Specialise in Cisco Unified Communications Manager (CUCM).
• Act as a "System ID Administrator" responsible for managing privileged accounts and end-user accounts (creation, modification, reinstatement, and revocation) excluding NICE NTR Voice Recording systems.
• Perform Move, Add, and Change (MAC) work for various voice and video equipment in the office, including health checks and phone replacements.
• Complete reports for each MAC work performed.
• Conduct daily check activities on RTC Voice operating systems to identify and recommend solutions for performance gaps.
• Coordinate and manage incidents/problems/change tickets with respective RTC Voice vendors.
• Prepare quotation templates and follow up on order releases for specific activities.
• Continuously assist in optimising voice operations and recommend best practices for voice management.

Job Requirements:

• Strong understanding of Voice over IP (VoIP) technologies and protocols.
• Experience with various Voice equipment including Avaya, Cisco, and Voice Gateways.
• Familiarity with phone, headset, and webcam installation.
• Working knowledge of NICE NTR Voice Recording Systems (preferred).
• Proficiency in Cisco Unified Communications Manager (CUCM).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills to effectively collaborate with internal and external stakeholders.
• Ability to work independently and manage multiple tasks simultaneously.
• Meticulous attention to detail and a commitment to providing exceptional customer service.