Engage with regional Contact Center Team and provision new Inbound and Outbound Call Flow requests by Creating ICM Scripts, Outbound Campaigns, Provisioning DID in Cisco Gateway on UAT and Production Environments and document the same adhering to Change Requests Policy.
Actively Acknowledge and engage on Priority 1 issues and resolve the same within SLA.
Troubleshoot Voice recording related issues including log analysis on CUCM, Cisco Media Proxy and Verint Recorder.
Provide support to regional team leads on any PRI related issues and engage with Service Providers across Singapore, Taiwan, India, Hong Kong and Indonesia to troubleshoot and resolve E1 line outages.
Perform and Maintain Voice Gateway related changes and document the same adhering to companies' policy.
Provide Cisco Infrastructure Support to Developers for any new In-House projects.
Deploy new QM Forms, SSRS reports in VERINT, provision new User, Extensions, monitor Critical Alarms and provide L1 & L2 support for Verint related issues.
Perform Maintenance Reboot of Cisco and Verint servers every month adhering to companies Policy.

Voice engineer

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