Lead Engineer - Cisco Voice

About Northern Trust

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Position : Lead Engineer, Cisco Voice

Location : Bangalore

Experience : Working knowledge of Cisco Voice and Contact Center solutions.

Job Description

Major Duties :

• Assist and lead the design and implementation of Cisco Unified Communication products.
• Provides comprehensive consultation to business unit and IT management and staff at the highest technical level on all phases of the project development cycle.
• Installing, configuring, and maintaining the implementation of the Voice infrastructure including hardware / software recommendations.
• Deploy, troubleshoot, monitor and optimize IP telephony, voice, video and mobility solutions.
• Able to troubleshoot with the Network team on network issues related to VOIP technologies.
• Ensuring the development of documentation, including appropriate policies and procedures for all aspects of VoIP network.
• Performing customer assessments, design, build, and technical documentation in support of the organization.
• Active role in maintaining, deploying and troubleshooting any issues.
• Able to capture, analyze and troubleshoot SIP header detail with knowledge of how to configure SBC's for header manipulation for redirect and presentation as required.
• Provide Tier 1+ / Tier 2 troubleshooting to resolve common issues with Cisco VoIP phones and Cisco platform. May be involved in troubleshooting activities for operational events impacting the business. Engage with initial support, triage and resolution before escalations with T2 & T3.
• Support for major voice and / or data telecommunication systems and their subsystems utilizing a thorough understanding of available technology, tools and existing designs.
• Works closely with client management to identify and specify the complex business requirements.
• Accountable for the effectiveness, quality and timelines of project design decisions and how easily these designs can be implemented.
• May act as Project Leader.
• Installation, administration, operation, trouble diagnosis and maintenance of VoIP, unified communications and call center equipment.
• Provide Contact Center support with designs, business services, implementations, API integrations, and local BU coordination.
• Provide training and technical mentoring wih systems and troubleshooting methods for voice and contact center platforms. Act as a main point of contact for training to lower-level specialists, maintain best practice and updates documentation. This includes internal and external partners supporting our systems.
• Support of voice platforms, carrier services, E911 compliancy, and toll-free number management, this includes, design, implementation, support, analytics, disaster recovery, documentation, and vendor management (QBR, SLA's Roadmaps).
• Automation and Innovation : Initiate key solutions to reduce manual efforts, optimize workflows, business tasks, and processes.
• Responsible for the voice platform ITSM processes; (Risk Management, Change Management, Vulnerability and Patch Implementation, OP Ticks).
• Serve as a liaison for cross functional team activities, including support, implementations, technical troubleshooting and other dependencies.
• Keeps abreast on the direction of emerging industry standards.
• Provides technical analysis and ensures compliance of requirements necessary for the protection of all data processed, stored, or transmitted by systems.
• Serves as an expert resource to the team.
• Conducts preliminary analysis.
• Should have end-user support experience in Cisco VoIP / UCCE environment. understanding and working knowledge of the Microsoft suite of office productivity applications.
• Experience in remote monitoring and managed enterprise environment.
• Handles more extensive, high-profile work.
• Responsible for direct interaction with different committees and / or management.
• Other duties assigned by manager.

Knowledge : Requires excellent communications, analytical ability, strong judgment and problem analysis techniques, an in-depth knowledge of the business unit's functions and applications, and a broad knowledge of telecommunication alternatives.

A College or University degree and / or relevant proven work experience is preferred.

Working With Us

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [HIDDEN TEXT].

We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

About Our Bangalore Office

The Northern Trust Bangalore office, established in 2005, is home to over 5,600 employees. In this stunning office, space, we offer fantastic amenities which include our Arrival Hub – Jungle, the GameZone, and the Employee Experience Zone that appeal to both clients and employees. Learn more.

Skills Required

Cisco Voice, Disaster Recovery, Remote Monitoring, Automation, Ip Telephony