Voice Support Engineer at I&M Bank

The job holder is responsible for maintaining the VOIP Systems of I&M Group and ensuring the Voice\Call center services are secure and available with optimum operational performance. 

Primary responsibilities:

• Maintain and troubleshoot Cisco IP telephony solutions, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and Cisco Unified Contact Center Express (UCCX).
• Manage, configure, monitor, and support cisco networking environment end to end (switches, routers etc) as relates to VOIP systems.
• Manage and maintain Cisco voice gateways, including Cisco IOS gateways and provide support for end users.
• Manage the call recording system to ensure records can be retrieved upon request.
• Assist in planning and implementation of upgrades, patches, and new releases for Cisco Unified Communications systems.
• Collaborate with other teams such as Network, Security and Database teams to ensure smooth functioning of Voice system.
• Understand complex technical issues and managing them within a fast-paced business environment.
• Conduct proactive testing to analyze security weaknesses and recommend appropriate strategies.
• Maintain an updated inventory on VOIP systems (hardware, software, firmware etc).
• Align, configure, troubleshoot, and monitor advanced routing protocols, the OSI model, WAN optimization, network security and remote user access.

Minimum requirements:

• Bachelor’s Degree in Information Science or Technology
• At least 3 years' experience in managing VOIP Systems in mid-sized to big organization.
• Cisco certification (CCNA, Cisco Collaboration)
• Knowledge/Certification in Cisco networking, VOIP (CUCM and UCCX systems) / Phonex / Callrex voice recording
• Advanced Switching, Routing & Security knowledge