RH: Lessly Mujica Location: All Mexico RESPONSIBILITIES The Voice Engineer will be part of Resolution team responsible for proactive voice infrastructure management of the Global voice infrastructure which includes Cisco Call Manager, Call Center, Voice Recording (Cybertech, Verint), Audio Conferencing (Avaya), Unity Voice mail systems, Trader Voice platforms (IPC Unigy, ISR/Hoots) Monitoring Infra, External Connectivity’s (Clients & Vendors), Multimedia , Polycom, AMX, Crestron, etc Monitoring the Voice Equipment’s deployed globally using Monitoring tools Troubleshooting and Resolution to any production issues (monitoring or user reported) Track and document production issues Ensuring production issues are worked on within agreed SLA / SLT Owning an issue to provide resolution Escalating complex and critical issues to Leads in timely Working with networking product vendors and telecoms service providers with regards to production issues Follow global change management procedures and best practices for implementation. Engineer should have a working knowledge of industry wide best practices. Change management, Incident management, Release management. Establish and maintain effective working relationships with internal and external technical, business, and support groups, including vendor/partner relationships. Document and maintain accuracy of standard operating procedures and best practices for areas of responsibility. Skills / Experience: Experience in voice and multimedia domain / profile Experience managing, monitoring and supporting Voice infrastructure Experience with SNMP monitoring tools such as EMC SMARTS Strong ability to diagnose voice alerts, events or issues along with srong analytical and problem solving skills. Good Time management and organizational skills Ability to handle multiple concurrent tasks with minimal supervision Ability to work on flexible schedule Highly self-motivated with positive attitude and ability to work independently in a global team environment. Plan/Execute all technical aspects of voice infrastructure upgrades, installations and enhancements. Maintain accurate records of changes, incidents, projects and as-built documentation. Work actively with team members and voice operations management to improve team efficiency and efficacy. Assess risk associated with voice platform issues and respond/communicate in a timely manner. Hands-on voice systems experience required (3+ years preferred) Experience with Voice - Cisco Call Manager, Call Center, Voice Recording (Cybertech, NICE), Audio Conferencing (Avaya), Unity Voice mail systems, Trader Voice platforms (IPC, BT, Unigy, ISR/Hoots) is preferred. Experience with Multimedia technology, Polycom and Cisco room based systems including TelePresence Have technical systems knowledge, audio-visual knowledge (Cisco, Polycom, AMX, Crestron, etc.), technical skills, basic understanding of acoustics and lighting design. Ability to configure room based A/V equipment and troubleshoot production issues Ability to lead and oversee technical aspects of deploying new voice infrastructure or executing platform upgrades/enhancements in an enterprise environment. Desires to work on interesting Audio Visual and Broadcast technology. Prior experience maintaining high service levels in a high availability environment. Prior experience executing and validating changes in a production environment. Excellent verbal and written communication skills. Experience working in a team-oriented, collaborative environment Soft skills: Work Underpressure, Quality at work, Results Oriented What can YOU expect in a career with Capgemini? Working in a team environment, Consultants will focus on the analysis, design and development of technology-based solutions for Capgemini’s clients. You will work alongside technical, functional and industry specialists to assist with the development, implementation and integration of innovative system solutions including methods, techniques and tools. You will contribute to client satisfaction by providing timely and responsive value-added services and work products. Capgemini offers a competitive compensation and benefits package. Headquartered in Paris, France, Capgemini has a presence of more than 340 thousand professionals in Mexico distributed among 3 sites located in Mexico City, Monterrey and Aguascalientes. A deeply multicultural organization. Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore, its worldwide delivery model. You will love this job because Capgemini focuses on giving each new hire a YOU-nique experience through our recruitment process and on-boarding program, as well as by helping you to build your own career and professional skills foundation. Capgemini provides a collaborative environment that embodies and holds the following stated values close to heart: Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, and Fun. Capgemini cultivates an atmosphere for development that enables YOU to be hands-on, planning for your growth, both horizontally and vertically. “At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position”
