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Engineer HCS & Call Center Services

7.00 to 10.00 Years   United Arab Emirates, Dubai   31 Aug, 2024
edara
Job LocationUnited Arab Emirates, Dubai
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther
Functional AreaNot Mentioned

Job Description

The purpose of this role is to conduct required Operations and Maintenance tasks to ensure the health of the Voice Network. This includes implementing Change Requests, resolving network issues & outages, creating and monitoring system performance reports, resolving escalated customer TTs and performing system audits.Key Accountabilities

  • 24x7 availability and to handle the escalations as and when required.
  • Conduct hardware and software audit on Contact Center, Business Voice Services, Telepresence, Polycom, and other Voice Core platforms.
  • Responsible for updating and enhancing existing processes and procedures.
  • Carry out system validation and ATP tests of any new Access /core Solutions.
  • Implement any capacity expansions on the network as instructed by ND team or Management.
  • Review, Trouble shoots and Resolve any escalated customer Trouble Ticket.
  • Review and Resolve Billing issues and disputes.
  • Maintain Contact centre, BVS Hosted voice Platform, Telepresence, Polycom, & Other voice core networks.
  • Responsible for ensuring the creation of the Voice Telephony network Performance KPI reports.
  • Review daily network Performance reports to ensure health of the network and highlight to management any issues or threshold breaches.
  • Provide support outside working hours, as part of an On Call shift.
  • Ensure that system backups are taken verified and stored as per procedure.
  • Implementation of any planned Telephony Customer Migration.
  • Ensure adherence to network security procedures, policies
  • Perform Architecture and Systems Risk Assessment as well as Operational Audits.
  • Ensure all compliance and Quality procedures has been carried out and implemented.
  • Ensure Network and service support to Activation/Rollout teams.
  • Ensure monitoring and analysis of vendor performance as well as managing the vendor relationship together with the Vendor Management Organization
  • Develop technical reports and documentation
  • Work on any network disasters, prepare and implement alternative plans and finally restore network to deliver specified service levels.
  • Support all efforts for releasing DR runbooks in order to allow for successful service restoration in case of crisis.
  • Inventory management of Hardware and TRACKING EOS software Review, approve, prepare MOP and implement CRs for different du business needs
Qualifications, Experience and Skills
  • Minimum 10 years of experience in Telecom Domain.
  • More than 7 years of experience in IVR and fixed Voice Services. Experience in Nokia and SBC will be added advantage.
  • Knowledge of Core Protocols and Technologies like SS7, ISDN,PRI.
  • Good understanding of SIP and Diameter protocols.
  • Experience relationship management inside and outside organization.
  • Exposure to Virtualization and Related Operational Techniques
  • Good Understanding of Unix and Related OS.
  • Experience in handling Upgrades and updates and stakeholder alignment for such activities.
  • Bachelor of Science in Electrical, Electronics, or Telecommunication Engineering.

Keyskills :
Core ProtocolsPRIupdatesstakeholder alignmentOperational TechniquesSBCSs7SIPvoice servicesNokiaUnixIvrUpgradesTechnologiesIsdnDiameterVirtualization

About Company

edara

Job Source: www.linkedin.com

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