Job Description

Voice Operations Specialists

Goldman Sachs is seeking a Voice Engineer ( Specialist) to be part of a highly energetic Global Voice operations team. This position requires the candidate must have 1-3 years of relevant experience in voice infrastructure support / management. The candidate must have good verbal and written communication skills; experience in monitoring, operating, implementation support and management of complex Voice infrastructure and be comfortable working in a geographically diverse environment including night shifts if required on rotational basis.

MANDATORY

CCNP (Voice) and relevant course and working experience

RESPONSIBILITIES

The Voice Engineer will be part of Voice operations team responsible for proactive voice infrastructure management of the Global voice infrastructure which includes Cisco Call Manager, Call Center (Amazon Connect), Voice Recording (Nice), Audio Conferencing (Avaya, Zoom), Unity Voice mail systems, Trader Voice platforms (Unigy, IPC, BT, Hoot and private lines), external Connectivity's (Clients & Vendors) and telephony service providers.

Monitoring the Voice Equipment's deployed globally using Monitoring tools

Troubleshooting and Resolution to any production issues (monitoring or user reported)

Track and document production issues and study chronic issues until found solution

Ensuring production issues are worked on within agreed SLA / SLO

Ownership of all assigned tasks till completion

Analyse, judge and escalate complex and critical issues to Leads / product engineering teams in timely fashion

Working with networking product vendors and telecoms service providers with regards to production issues

Follow global change management procedures and best practices for implementation.

Engineer should have a working knowledge of industry wide best practices. Change management, Incident management, Release management.

Establish and maintain effective working relationships with internal and external technical, business, and support groups, including vendor/partner relationships.

Document and maintain accuracy of standard operating procedures and best practices for areas of responsibility.

SKILL / EXPERIENCE

Minimum of 1- 3 years of hand on experience in voice domain / infrastructure

Experience with managing, monitoring and supporting Voice infrastructure globally

Experience with monitoring tools such as Smarts, Apphero, SNOW, JIRA

Experience working in a team-oriented and collaborative environment

Ability to diagnose voice alerts, events or issues along with strong analytical and problem-solving skills.

Time management and organizational skills

Ability to handle multiple concurrent tasks with minimal supervision and ability to work on flexible schedule

Highly self-motivated with positive attitude and ability to work independently in a global team environment.

Ability to lead, oversee, plan/execute all technical aspects of voice infrastructure upgrades, installations and enhancements along with maintenance activities in an enterprise environment.

Maintain accurate records of changes, incidents, projects and as-built documentation.

Work actively with team members and voice operations management to improve team efficiency and efficacy.

Assess risk associated with voice platform issues and respond/communicate/ escalate in a timely manner.

Technical experience on any three platforms like Cisco Call Manager, Call Center Amazon Connect, Voice Recording (Nice) and retention, Audio Conferencing (Avaya, Zoom), Unity Voice mail systems, Trader Voice platforms (IPC, BT, Unigy, ISR/Hoots), SBC, Voice gateway and SIP routing is preferred.

Prior experience of maintaining high service levels in a high availability environment and adhere to the expectations.

Prior experience of planning, executing and validating changes in a production environment.

Excellent verbal and written communication skills.

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