Engineer HCS & Call Center Services Job

Valid Till: 13 September 2024

Dubai International Academic City, Dubai, United Arab Emirates

Job Description

24×7 availability and to handle the escalations as and when required.
Conduct hardware and software audit on Contact Center, Business Voice Services, Telepresence, Polycom, and other Voice Core platforms.
Responsible for updating and enhancing existing processes and procedures.
Carry out system validation and ATP tests of any new Access /core Solutions.
Implement any capacity expansions on the network as instructed by ND team or Management.
Review, Trouble shoots and resolve any escalated customer Trouble Ticket.
Review and Resolve Billing issues and disputes.
Responsible for Coordinating and following up with vendors for the closure and resolution of open support cases.
Implement assigned Proactive Maintenance measures to reduce customer TTs.
Respond to, trouble shoot and resolve, any escalated Network Issues or Outages.
Escalate to vendor and open support cases for any network issue or outage which cannot be resolved.
Advanced troubleshooting of National Fixed Telephony Networks and responsibility for handling escalated Customer’s and Network TT’s.
Maintain Contact centre, BVS Hosted voice Platform, Telepresence, Polycom, & Other voice core networks.
Responsible for ensuring the creation of the Voice Telephony network Performance KPI reports.
Review daily network Performance reports to ensure health of the network and highlight to management any issues or threshold breaches.

Bachelor of Science in Electrical, Electronics, or Telecommunication Engineering.
Leadership and management certifications.
Minimum 10 years of experience in Telecom Domain.
More than 7 years of experience in IVR and fixed Voice Services. Experience in Nokia and SBC will be added advantage.

Skills

Knowledge of Core Protocols and Technologies like SS7, ISDN,PRI.
Good understanding of SIP and Diameter protocols.
Experience relationship management inside and outside organization.
Exposure to Virtualization and Related Operational Techniques
Good Understanding of Unix and Related OS.
Experience in handling Upgrades and updates and stakeholder alignment for such activities.