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Voice SME

  • Job reference DST/TP/50858/12233/JR-013522
  • Job type Full Time
  • Sector Networks
  • Location Brentwood
This vacancy has now expired.

Voice SME

P3 / G

Brentwood, Essex


  • To provide day-to- day expert level network and telephony support that focus on the DST Cisco telephony infrastructure.
  • Maximise service availability by ensuring that all incidents are resolved efficiently, effectively and within agreed KPI's.
  • Responsible for project deliverables that are assigned to the Voice/Unified Comms team, and contribute to the successful delivery of IT projects using technology based solutions, ensuring deliverables are in line with defined scope, costs and deadlines.
  • ITIL certified.
  • Responsible for mentoring and support of other members of the Voice/UC Support Team.
  • Subject Matter Expert in networking and telephony and a passionate advocate of the technology supported.
  • Provide third line support for Enterprise Telephony technologies: Cisco UCM & UCCE 10.5, Verint Impact 360 11.1 including WFM and WFO, Zeacom and Tiger.
  • Provide a high level of support for telephony in the contact centre, and establish good business relationships.

Main Responsibilities

  • Unified Communication Specialist plus:
  • Provide 3rd line support for UC supported technologies.
  • Where priorities dictate, provide day to day infrastructure break fix support, ensuring tickets logged are resolved within designated SLA period.
  • Installation and support of new infrastructure and associated components. Ensure that any new equipment is installed to the established standards, documentation completed and a project handover to the BAU Team.
  • Provide fault analysis and resolutions for HPI incidents, to understand and analyse allocated support calls, identify a recommended solution and estimate the effort necessary to implement the solution using appropriate methods.
  • Responsible for system / software deployments and upgrades that impact telephony infrastructure and provide guidance on decisions relating to telephony developments.
  • Adhere to established regulatory compliance processes. This includes but is not exclusive to FSA best practice guidelines. Ensure that less senior engineers also demonstrate adherence.
  • Complete any other appropriate ad hoc/project tasks as directed by your manager.
  • Execute small project teams within Voice / UC team, and lead more junior members within these.
  • Provide information to High Level Design document reviews.
  • Creation of Low Level Design documents and procedural guidelines.
  • Creation / enhancement of IT Policies and procedures used by the Voice / UC Team.
  • Produce documentation on new procedures, and review documentation held within document repository.
  • Active participation in Disaster Recovery tests.
  • Contribute to the delivery of IT projects following established DST processes.
  • Adherence to DST Change control processes ensuring that approach is Risk Averse. Ensure that any CC's raised contain the required level of detail required by CAB.
  • Input into Incident reports and post problem review required to detail HPI incidents.
  • Provide assistance to less technical team members when required. This will involve dealing with incidents escalated by junior team members.
  • Research new products, both hardware and software, and make recommendations on use and benefits to DST.

The Ideal Candidate

  • Experience performing cisco UCCE break fix support.
  • Experience performing cisco telephony break fix support.
  • Experience using network monitoring tools
  • Knowledge of SIP and H323 protocols.
  • Knowledge of Video Conferencing platforms. (Cisco & Polycom)
  • Full understanding of network protocols within the TCP suite.
  • Knowledge of Voice Recording technologies and associated support and operations, preferably Verint.
  • Self-motivated, outgoing personality and comfortable working within a busy team.
  • Experience working with 3rd party suppliers.
  • Ability to work under pressure and to quickly identify problems.
  • Awareness of Financial Services regulations, and how they apply to Network Support.
  • Organisational and time management skills
NANorth America
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EMEAEurope, The Middle East & Africa

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