OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
YOUR IMPACT
The Lead Voice Systems Specialist will be responsible for implementations operational maintenance and support of various technologies and products as typical of an enterprise global environment; these technologies include but are not limited to the following:
WHAT THE ROLE OFFERS
• Cisco UCM and Unity Connection 15 or greater
• Voice gateways with SIP and MGCP gateway protocols and Voice gateway with SIP and T1/E1 PRI Service providers
• Understanding of Cisco UCCE 12 or greater administration, scripting, and support. Cisco CVP 12 or greater, Cisco Finesse 12 or greater, Cisco CUIC 12 or greater, Contact Center Call flow design.
• Troubleshooting SIP and PRI voice services and Troubleshooting Call Center script and agent issues
• General networking knowledge related to the OSI model, SNMP, Syslog, IP segmentation, VLAN designations, NTP, bandwidth throughput, and saturation.
• Cisco UCS platform as relates to UC VMs. SIP and PRI voice services and related voice gateway configuration.
• Maintain outstanding customer satisfaction, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
• Accurately diagnose problem severity levels and prioritize call loads appropriately
• Recreate customer issues when needed, using logs, system management tools, and industry-standard problem resolution tools and protocols.
• Generate accurate, high-quality trouble tickets, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.
• Call Center Monitoring and using Bulk administration, CDR, and WFO tools
• The Lead Voice Systems Specialist is expected to be responsive to direct assignments, monitoring alerts, automated tickets, and escalations.
WHAT YOU NEED TO SUCCEED
• Candidate must have successfully completed a bachelor’s degree in computer engineering or computer Science or other related and relevant technology fields.
• Candidate must have at least 5 years’ experience within a medium to large enterprise.
• Candidate experience with core voice/video systems, voice gateways, call center applications, call routing systems (ACD), and call queuing
• Candidate experience managing Cisco IP-IVR application design, development, and support functions.
• Candidates are preferred to have worked within a global team in their prior role and in developing technical documentation with diagrams.
• Candidate should have working experience with Cisco, call recording systems, including screen capture, and scripting for system automation is a plus
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
