Voice Fulfilment Specialist
6 days ago
At Dimension Data, we are seeking a highly skilled Voice Fulfilment Engineer to join our team. As a Voice Fulfilment Engineer, you will be responsible for providing technical support to our clients, including remotely supporting clients within service level agreements (SLAs), installing and configuring software and hardware, resolving incidents, and performing root cause analysis.
Key Responsibilities:- Provide technical support to clients, including remotely supporting clients within SLAs
- Install and configure software and hardware
- Resolve incidents and perform root cause analysis
- Work directly with clients to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users
- Test and troubleshoot functionality of installed systems
- Identify and document technical issues to be escalated to product and system integration teams for resolution
- Provide feedback based on client experiences to product and professional services teams for product and process improvements
- Solid understanding of Networking (including Routing and Switching) principles on Cisco environments
- Good understanding of VoIP Protocols on Broadsoft, SBC and Porta platforms
- Good project management and administration ability
- Good project skills demonstrated in the execution of installations and other assignments
- Customer engagement skills
- Relevant domain specialist knowledge
- Good verbal communication skills
- Client-focused and proactive approach to solving problems
- Ability to work under pressure
- Ability to coach, mentor, and provide guidance to team members
- Computer Science/Information Technology Degree or equivalent
- Specialized training in new technologies and legacy systems or equivalent
- Project management certification
- Experience with Networking (including Routing and Switching) principles on Cisco environments
- Experience in VoIP Protocols on Broadsoft, SBC and Porta platforms
- Solid work experience in a technical implementation engineering or similar role
- Experience engaging with clients and conducting presentations
- Good project administration and documentation experience
- Report writing experience
- Basic project management
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