Voice Technical Expert

Published: Monday, 13 July 2009


- Implementation of complex customer voice solution based on information provided by the solution designer or project manager by configuring customer voice equipment and network elements (IP-PBX, SIP soft switch, Voice Gateway, LAN,  Firewall, etc) then ensure the site acceptance with proper transition to operation teams 
- Providing third level voice support expertise by owning customers voice issues in a complex topology (Voice TDM, VoIP, IP Telephony, Call Centre, IP Network routing or quality issues…) by developing a methodical approach to solve the issues or escalate problem to supplier when appropriate. Individuals are capable of analyzing problems and resolve recurring difficulties through root cause analysis. 
- Defining the administration and supervision of voice network infrastructure and permanently improvement service processes with internal or external suppliers to ensure voice network resiliency and excellent performance 
- Managing voice products and solutions in terms of availability, Problem, Change and release management. 

Key-result areas   
· Provision Customer voice network on time and help to improve the  process to “do right the first time”
· 3rd level service support and management service resolution toward voice target
· Maintain a comprehensive and update-to-date customer voice topology database
· Actively contribute to improve and map voice processes within ITIL frame work
· Contribute to the achievement of the customer satisfaction by proving a high level support
· Master our client's voice technology and ensure adequate knowledge transfer from Engineering to operation teams 
. Monitor product and solution availability to understood root causes for issues and implement and track improvement plans and problems resolution in relation with engineering or 3rd Party vendor 
. Coordinate the deployment and management of new releases in relation with Regions, Customers and Engineering. 


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Country: Singapore
Employment Type: Full time
Salary: Open