We are looking for a competent Voice L2 Engineer to provide fast and useful technical assistance on Call Centre Voice Setup (On-premise and Cloud). Experience on Avaya, Genesys, Cisco, Asterisk, Voice Trunks(E1, SIP, SS7 etc.), assistance to the CCT OEM\/Support will be preferred. The successful candidate will answer queries on basic technical issues and offer advice to solve them. The candidate must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company\u2019s reputation and business.<\/p>\n
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Job Title: Voice Engineer<\/strong> Job Summary:<\/strong> Serve as the first point of contact for customers\/OEM\/Support provider\/Vendor\/NOC for the remote support for the new installations\/project and for the planned\/planned maintenance\/troubleshooting activities over the phone or email
\nLocation: <\/strong>Durban<\/p>\n
\nDuties & Responsibilities:<\/strong><\/p>\n
\nSupport the remote troubleshooting through diagnostic techniques and pertinent questions
\nDaily monitoring of system health check for the alarms, hard\/soft phone status, trunk status\/utilization, status of the call recordings space etc
\nUnderstanding of the ACD and Dialler reports
\nCreation of the skills-sets, IP station IDs, Agent IDs
\nRegistering\/troubleshooting new\/existing IP end-points(hard\/soft phone)
\nDaily Voice\/ACD\/Dialler\/Trunks Incident tickets handling for the End-Users\/CC agents
\nProvide guidance to end users on phone usage \/ features \/ configurations
\nAssist troubleshooting and analysis of any major issues (as directed by L3 SME)
\nSupport for any onsite voice projects and initiatives
\nDocumentation of relevant issues and processes for future reference<\/p>\n