VoIP Support

  • Competitive
  • Singapore
  • Permanent, Full time
  • Cognizant Technology Solutions APAC
  • 20 Mar 19

VoIP Support



Responsiblefor the design, configuration and maintenance of Avaya VoIP and Call Centerinfrastructure and related services such as Avaya IQ/CMS, Avaya Media Gateway,Modular Messaging, IVR solutions, CTI and Verint logger solutions.
- The positionwill manage an end-to-end BPO and Call Center solutions in Philippine and will responsiblefor making sure all of global standard solutions.
- The ideal candidate will be experienced withmanaging multiple projects and RFS(Request for Services) simultaneously and hasexperience providing outstanding customer service in a 7x24 operationalenvironment with high availability (99.999%).
- Interface with vendors to identify and purchase hardware andsoftware that meets requirements defined by the Global and Regional ITInfrastructure team.
- Evaluates and identifies opportunities for VoIP and Call Centerperformance and functionality improvements.
- Work with technical team to ensure that hardware and softwareinfrastructure are maintained with latest firmware and software requirements
- Create, and maintain documentation as well asprocedures.
Qualifications,Skills & Experience Required

Bachelor degree with 5-10 years relevant experience on supporting enterprises VoIP and Call Center infrastructure andrelated services, and should have following:
- Experiences on design, configuration andexpansion of a Avaya VoIP and Call Center solutions including Avaya IQ/CMS, Avaya Media Gateway, ModularMessaging, IVR solutions, CTI and Verint logger solutions
- Efficient in maintaining Avaya PBX products such asmedia servers, voicemail systems , gateways and its related circuit packs suchas CLAN, MEDPRO, Xfire, VAL and DS1
- Executing and supporting IP Telephony, Call Center products like VerintVoice recording, Dialer systems and Workforce Management tools
- Must be proficient in understanding Data networktechnologies such as QoS, and Switching, routing
- Must have experience in working with differentprotocols such as H.323, SIP and QSIG
- Strong understanding of routing technologies suchas BSR (Best Service Routing), Vectors & Variables
- Maintaining contact center call flow usingvectoring, VDN, announcements and switch programming.
- Troubleshooting skills in VoIP and Call center environment is desired
- Knowledge in Service Delivery, IT Infrastructure and Operationalsupport
- Ability to solve problems quickly and toautomate and improve processes
- Work closely with business department to gatherbusiness requirement and to help to design and implement Avaya VoIP and Call Center solutions thatmeet aggressive deployment schedules
- Work with management to understand therequirements of a dynamic and growing business environment as it relates to theVoIP and Call Center needs
- Respond to allaudit results with an action plan; implement recommended improvements toprocesses
- Proven experiencewith Avaya platform capacity planning
- In-depth technical knowledge of network, PC,and platform operating systems, including Cisco Internetwork Operating System , Juniper and Checkpoint firewall,Avaya Communications Manager and Cisco Tandberg video conferencesolutions
- Workingtechnical knowledge of current network hardware, protocols, and Internetstandards, including (OSPF, BGP, DNS, DHCP, NTP)
- Competencewith testing tools and procedures for voice and data circuits

About Cognizant:

Cognizant (NASDAQ-100:CTSH) is one of the world's leading professional services companies,transforming clients' business, operating and technology models for the digitalera. Our unique industry-based, consultative approach helps clients envision,build and run more innovative and efficient businesses. Headquartered in theU.S., Cognizant is ranked 195 on Fortune 500 2017 and is consistently listedamong the most admired companies in the world. Learn how Cognizant helpsclients lead with digital at www.cognizant.com or follow us on Twitter: Cognizant.#