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Job Description :
Engineer, Voice
We are looking for a Voice Systems Engineer who will be responsible for maintaining existing voice infrastructure, including on-premise and cloud-based call centers, and who will help our global company to emerge into SaaS based voice technologies. This position plays a key role in the delivery of outstanding customer service to our global end user base and requires a working knowledge of Avaya, Cisco, (CUCM and UCCX) and SaaS Technologies, specifically AWS Connect, Zoom and Google Workspaces. Must have experience with database/3rd party integration with various voice systems. Additional responsibilities include trouble ticket management in BCM Remedy and ServiceNow along with project tracking using Jira. Experience working in fast paced call center environments is preferred.
Location: Nashville Area
Job Responsibilities:
- Demonstrate a strong understanding of SaaS solutions including office voice and call center design
- Troubleshoot outages, and resolve issues as well as document, track, and resolve hardware and software deficiencies
- Design, program, and follow logical call processes in support of the call centers/ACDs as needed: building scripts, recordings, menu services, department work groups, etc. This includes Cisco UCCX, and Amazon Connect
- Solve problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrate good judgment in selecting methods and techniques for obtaining solutions. Network with senior internal and external personnel in their own area of expertise.
- Provide third-tier support for internal and external customers as well as managed service resources
- Oversee and/or execute new builds, maintenance, and removal activities
- Develop and maintain documentation of existing telephone systems, inventories, configurations, designs, and services
- Work closely with architects to recommend and implement designs and concepts for the business needs
- Recommend solutions based on industry trends and independent research of current infrastructure needs
- Monitor telecommunication system performance; Document weaknesses or tendencies toward failure in supported systems; produce recommendations to leadership team for solutions
- Monitor and identify system improvements for remote sites and various voice or integrated applications and platforms
- Independently resolve a wide range of issues and complex problems
Qualifications:
- Experience with SaaS based solutions including standard voice and call center.
- 5+ years of experience with traditional voice systems including Cisco and/or Avaya
- Excellent customer service skills
- Experience with call center voice systems, redesign and support. Systems include Avaya, Cisco Finesse, Genesys and Amazon Connect.
- Flexible work schedule with on-call availability
About News Corp
News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia and pay-TV distribution in Australia.
Job Category:
Technology Group