(07 / 10 / 2025) Senior Voice Analyst

Position Purpose

The main objective of this position would be to maintain, implement and administer secure, robust, stable, redundant, Voice and Video infrastructure. Propose latest technologies and innovation in Voice and VC domain. Help and support BAU team for any critical incident or task, interact with architecture team for designing IT Infrastructure.

Responsibilities

Direct Responsibilities

• IP Telephony L1 & L2 tasks to be carried out (CUCM, Unity, UCCX, Voice Gateways)
• expérience Oracle SBC, Kurmi, Clobba (Codesoft)
• Voice incident troubleshooting and escalation to L3
• Manage AV tickets, troubleshoot, fix and replace Video Conferencing units, projectors and a wide array of AV equipment.
• Operation of Crestraon CP4 & other devices, Kramer, QSC Amplifier, Shure mics
• BAU support operations in Voice Domain
• Supporting AV / VC Setup & coordinating with Vendor for necessary support & resolution
• Supporting other 3rd Party applications, like Digital Signage, Imagicle, Wallboard in Voice Domain
• Coordinates for root cause analysis for the technical issues in the environments and establish recovery and prevention processes
• Obsolesce Management & follow necessary Process to ensure strengthening of Infrastructure
• Vulnerability Management and finding remediation
• Coordinates with onshore teams; interface with vendors and partners for issue resolution.
• Assists the Team Leads / Delivery Manager in maintaining SLA adherence.
• Proposes solution alternatives, provide impact analysis for any technical changes.
• Translates high level objectives into low level work modules and tasks.
• Performs requirements gathering and design
• ITIL and Change Management experience
• Supporting 3rd party applications - Digital Signage, Wallboard, Imagicle

Contributing Responsibilities

Technical & Behavioral Competencies

And / Or