Sr. Telecom Engineer I Jobs in Gurgaon at Concentrix

Last Updated: Jun 10, 2021 05:10 IST


Company Name
Job title
Sr. Telecom Engineer I
Software Engineer/ Programmer
7-10 Years
Not Mentioned

Job Profile

Principal Duties and Responsibilities (Essential Functions)
Operational Requirements
  • Provide 24x7 operational support of Voice Devices, capacity planning, conduct infrastructure audits, configure security policies etc.
  • Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
  • To ensure an effective communication process is in place with all the stakeholders including vendors, server, Network and Operation support teams. Drives project towards standard and automated infrastructure solutions that reduce cost, improve service delivery, and boost effectiveness
  • Provide Level 2 support for unresolved and multi-geo impacting Sev1 issues
  • Help in preparing RCA for Sev1 Incidents
  • Solution Design for new Site Setups, Core Level Voice technologies etc
  • Standardization and optimization initiatives & roll-out
  • Derive & deploy enterprise level changes
  • Provide resolution to chronic Voice issues
  • Provide RFP/RFQ/RFI support to IT Solutions team
  • Represent CNX in technical calls with customers for design or RCA discussion
  • New product and technology evaluation.
  • Create and publish configuration and design templates
  • Control access to Voicedevices across Level 1 administrators
  • Provide technical inputs to providers for any changes and new requirements
  • Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
  • Review RCA for Sev1&2 Incidents

Goals & Targets
  • 99.99% Service Uptime of All Global Voice and related applications
  • Global Voice Team Resolution and Response time of 90% or above on All incidents SEV 1-4
  • Global ESAT Target of Greater than 85%
  • Global CSAT Target from Client above 8.5 (Scale from 1-10, 10 as highest)
  • On Time completion or better of All Global and Local Voice Related Projects
  • 100% compliance on Global Voice RCA and Change Management process
  • 90% On time submission of Global Voice RCA and PIS SLAs

Job Specifications
Education and Work Experience
  • A bachelor's degree (BE, BTech, B.Sc IT) is required; preferred field of study in Computer Engineering, Computer Science, Information Systems or other IT-related area,
  • 7 to 10 year of experience working in an enterprise- IT environment
  • Excellent verbal communication and collaboration skills with the ability to multi-task and prioritize effectively
  • Deep understanding of Telephony protocols.
  • Proven hands-on Experience primarily on Cisco, Avaya, Verint platforms is a plus. Maintenance, troubleshooting of the Telephony related devices.
  • Experience with ITIL methodology; specifically, Event, Incident, Problem, Request and Change management principles and tracking systems.
  • Collaborating in a team atmosphere; communicating through various technology channels with teams and end customers locally or remote.
  • Experience in Telecom Project Management and implementation

Knowledge, Skills and Abilities
Knowledge & Experience
  • Solid knowledge in IT leading practices, methodologies processes, and control framework, including but not limited to ITIL
  • Strong working knowledge of Voice technologies and services including:
    • Avaya ACD, AES, CMS, Verint Recording Platform, System/Session Manager
    • ACME SBCs, SIP, Avaya AEP
    • Aspect/Genesis Dialer, Cisco CUCM/CVP
  • Installation and configuration of Avaya CM, Gateways Etc
  • Creation of Call flow for the different Customers.
  • Creating Design Document.
  • Follow ITIL processes on Change and Incident management.
  • Hands on Experience in Verint call recording solution.
  • Hands on Experience in ACME SBC's.
  • Ensure availability of accurate & latest diagrams for all sites/clients/programs.
  • Capacity planning, conduct infrastructure audits, configure security policies etc.
  • Monitor Voice devices proactively to ensure that production downtime is minimized.
  • To ensure an effective communication process is in place with all the stakeholders including Vendors, Server and Network and Operation support teams.
  • Ensure proper monitoring of Voice infrastructure and appropriate alerts are configured in the system.
  • Provide support to InfoSec team for enterprise level compliance initiatives and audits
  • Manage roll-out of patches/IOS upgrades basis published enterprise security calendar
  • Manage and resolve severity Incidents and Tickets for voice related issues.
  • Work with Vendor engineer to troubleshoot Voice incidents and provide all required inputs to resolve the issues.
  • Escalate issues to next level with in set SLA and proper documentation

Personal Attributes
  • Excellent written and oral communication skills.
  • Excellent interpersonal skills.
  • Ability to conduct and direct research into IT issues as required.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated and directed, keen attention to detail.
  • Proven analytical, evaluative, and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Extensive experience working in a team-oriented, collaborative environment.
  • Communication, teamwork and negotiation skills
  • Problem-solving and Good Analytical skill
  • Flexibility and adaptability
  • Good organizational skills
  • Ability to work tight deadlines under pressure
  • Has the initiative to take timely action to address current or future problems or opportunities whenever possible.
  • Drive to improve oneself constantly and eagerness to discover new ways and means of doing work more effectively.
  • Ability to use resources wisely and come up with ways and means of being able to reduce cost to promote organizational goals, support and meet organizational objectives.
  • The ability to create and maintain strong working relationship with colleagues and/or Customers
  • A commitment to continuing professional development
  • Ability to deal with others in an honest and straightforward manner and uphold the values and principles of Concentrix

Job Complexity and Supervision
  • Knowledge of Avaya ACD, AES, CMS, System & Session Manager maintaining and troubleshooting
  • Knowledge of Verint/any other Recording Platform maintaining and troubleshooting etc.
  • Knowledge on SIP Technologies like ACME SBCs, Cisco etc
  • Effective communication skills and good documentation skills to produce Voice related documentation
  • Understanding of ITIL V3 guidelines, Service Level Management etc
  • The position requires good organizational skills, attention to detail, the ability to troubleshoot and logically solve problems
  • Change Management, Incident Management, Problem Management, People Management
  • Budget forecast capex and Opex of the Network requirements.
  • Design, solution & standardization of Voice infrastructure.
  • Validate Customer Audit documentation.

Working Conditions
  • 5 days working week with on call availability for 7 days a week.

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Key skills
Sr. Telecom Engineer I
IT/ Computers - Software
Principal Duties and Responsibilities (Essential Functions) Operational Requirements * Provide 24x7 operational support of Voice Devices, capacity planning, conduct infrastructure audits, configure security policies etc. * Provide troubleshooti
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