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Telephony L2 engineer (#1,387,205,156) 

Job offer #1,387,205,156 in Belfast , United Kingdom

Belfast It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Description (L1 & L2)
The person would be responsible for the deployment and support of Voice Infrastructure i.e. Call Center Technologies within one or more disciplines. He/she provides technical support, resolving technical issues within their own work area. This covers all areas of Telecom Infrastructure such as Administration and Management of Devices, Integration with Network related to Voice and compliance.
Key Responsibilities:
To provide 24\7 and on call support services and expert comments to both internal and external clients.
To provide support on projects
To provide operational support ensuring KPIs and SLA are achieved.
May lead on the delivery of specific components of a project.
To draft reports and discuss recommendations based on research/ initiatives with their manager.
Share expertise with peers.
To support the development and implementation of new policies and procedures.
May involve liaising with internal, external and third party suppliers.
Technical Skills/Experience:
Should be well versed with Voice Skill Set on cisco\Avaya Platformi .e. ACD, CMS, AES,Session Manager, SBCs
Should have knowledge of Verint or any Call recording solution.
Hands on experience on Avaya, Cisco and Verint Impact 360 would bepreferred
Have Good knowledge of SBC?s, SIP and other VOIP standards.
QOS and Encryption knowledge would be an added advantage
Should know OS: Windows and Linux
Should have working knowledge on SIP and VOIP voice configurations and trunking
Implementation of Call flow in line with requirements i.e. Vectors and VDN?s
Should have strong focus on Change Management, Incident management, Problem Management.
Productively monitoring health of systems installed enterprise wide.
Demonstrates competence in own area and may still be acquiring higher level skill.
Hands-on experience at least two or three Call Centre Products will be added advantage.
Typically works with moderate guidance in own area of knowledge.
Deepens knowledge/skills in one area or broadens ability over a variety of skills.
Applies knowledge/skills to a variety of standard day to day activities.
Identifies unusual technical problems/
Responds to client requests in non-standard situations, and investigates all the facts.
Understands the key business drivers; and uses this knowledge to focus own work.
Works to control costs related to own work.
Identifies the problem and all relevant issues in straightforward situations; is able to generate possible solutions and assess each using standard procedures, leading to a sound decision.
Prioritises and organises own work to deliver to agreed deadlines.
Probes and listens carefully.
Able to present information clearly and in an appropriate style to make technical information clear.
Able to contribute actively in team activities, sharing experience and ideas.
Builds productive relationships internally and externally.
Bachelor Degree or Higher
May have obtained some appropriate recognised current accreditation to an external professional body and/or industry standard.
Significant experience.
Telephony Certification (Any Level) would be an added advantage.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic .

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