Voice Engineer

6 days ago


Johannesburg, Gauteng, South Africa ABC Worldwide Full time
Job Title: L2-Voice Engineer

We are seeking a skilled Voice L2 Engineer to provide prompt and effective technical assistance on Call Centre Voice Setup (On-premise and Cloud). The ideal candidate will have experience with Avaya, Genesys, Cisco, Asterisk, and Voice Trunks (E1, SIP, SS7, etc.).

Key Responsibilities:
  • Provide first-line support for customers, OEMs, and vendors for remote support on new installations, projects, and planned maintenance/troubleshooting activities.
  • Offer remote troubleshooting through diagnostic techniques and pertinent questions.
  • Monitor system health checks for alarms, hard/soft phone status, trunk status/utilization, and call recordings space.
  • Understand ACD and Dialler reports.
  • Create skills-sets, IP station IDs, and Agent IDs.
  • Register and troubleshoot new/existing IP end-points (hard/soft phones).
  • Handle daily Voice/ACD/Dialler/Trunks Incident tickets for End-Users/CC agents.
  • Provide guidance to end-users on phone usage, features, and configurations.
  • Assist in troubleshooting and analysis of major issues (directed by L3 SME).
  • Support onsite voice projects and initiatives.
  • Document relevant issues and processes for future reference.
Requirements and Skills:
  • Good understanding of voice PBX, Call Centre solutions, ACD, and Outbound Diallers.
  • Minimum 1 year of experience administering Avaya PBX and/or Cisco Call Manager and/or Aspect UAD and/or Asterisk X-Lite.
  • Proven experience as a Voice help desk technician or other customer support role.
  • Graduate with specialization in Information Technology/Telecom/Computer Science.
  • At least 2 years of work experience with minimum 6 months of relevant exposure.
  • Ability to work independently with minimum supervision.

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