UC/Voice Engineer - APAC

JOB DESCRIPTION:

Primary Job Function

A professional technical position within the Abbott IT Infrastructure Services team, responsible for voice telecommunications infrastructure, applications, and services. This individual will assist with design, implementation, support, and manage complex unified communications systems, services, and solutions across multiple technology providers ie (Avaya, Cisco) and cloud providers (Five9).

Core Job Responsibilities

• Assist with design, installation, and configuration of logical and physical contact center voice systems and services to meet the functional objectives of the business
• Design, implement and support onsite and remote contact center infrastructure in a primarily Avaya and Cisco environment - Dial plans, PBX, gateways, Avaya communications manager, Avaya Session Manager, and Cisco integrated systems and software.
• Collaborate with Abbott business units and stakeholders to analyze and translate business requirements into engineering design, and technical specifications to support telecommunications needs
• Provides technical guidance regarding technology and proposed upgrades to equipment and conducts technical feasibility studies to benefit Abbott
• Proactively identify and resolve issues within the voice and Telecom environment
• Contribute to Vendor Management of partners and managed service providers
• Participate in on-call rotation

Skill, Education, Experience

• Bachelor’s Degree preferred in a technology or management discipline
• Ability to prioritize and manage multiple projects simultaneously, while adhering to deadlines
• Demonstrates a strong customer-centric approach and excellent communications skills.
• 2+ years of experience with Cisco and/or Cloud contact center technology (Five9 preferred), voice systems and voice networks
• Hands-on experience with Avaya, Cisco and/or contact center platform (Five9 preferred) and integrations with contact center business tools and applications (WFM, IVR etc)
• Hands-on experience with Cisco UCS platform, Cisco IOS gateways, Cisco Unified Communications Manager, Cisco Contact Center Express and/or Cloud contact center experience (Five9 preferred)
• Experience working with SIP (Trunking, Protocols, and communication methods)
• Demonstrated experience with local and long-distance carrier circuits, configuration and routing, including management of toll-free and DID numbers
• Working knowledge of Basic Cisco IP networking and QOS as it applies to voice and contact center applications
• Contact Center Phone Configuration, tracing call routes & Support Tools
• Strong documentation skills
• Ability to manage and prioritize complex, changing workloads in a challenging technical environment.
• Capacity to quickly absorb new concepts and technologies and apply that knowledge to current efforts and plans, especially cloud-based solutions provided by external partners and suppliers.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

IT Operations

DIVISION:

BTS Business Technology Services

LOCATION:

Malaysia > Selangor : Imazium, No. 8, Jalan SS 21/37

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)