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Senior Voice Engineer - On Site


Mexico City, Mexico

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Level 3 on-site Support for the Voice infrastructure (Cisco & Avaya) for a major financial customer in Mexico.
Good relationship with customer with leadership skills and capable to work under high stress.
Level 3 support for issues, incidents and changes in customer voice infrastructure.
Service Management and Customer oriented.
Execution Service Delivery and Support functions. 7X24 availability.

Roles and Responsibilities:

- L3 support and management of the customer voice infrastructure (Cisco, Avaya, PBX Legacy Systems). On site @ customer HQ.
- Assist L2 voice engineers solving very complex issues in the Cisco or Avaya infrastructure.
- Responsible for the successful execution of complex or high impact changes.
-Interaction with other service towers for services dependable on our supported voice infrastructure (NICE, Veriprint Recording Systems, Avaya & Cisco Call Center, etc.)
- On site support required @ customer HQ in Mexico City or in customer Datacenter in Tlalpan.
-Maintain network operation under SLA´s

Key Competencies and Skills:

- PM & ITIL knowledge.
- Fluent Spanish and English speaking
- Service Management and Customer oriented.
- Good relationship with customers with leadership skills and capable to work under high stress.
- High skills in IP Telephony Cisco or Avaya brands (Call Manager, Unity, Call Manager Express, Voice Gateways, Voice Mail, etc.)
- +7 Years of Experience supporting & managing voice infrastructure (Voice & Data)

Education and Qualifications:

Bachelor Degree in Computer Systems, Telecommunications, Electronics or similar.
Master Degree in Computer Systems Management Area (preferred)
- PM Certified (desirable)
- ITIL Certified (desirable)
-Spanish or English speaking degree or certification (if not mother tongue).
- Cisco CCNA Voice Certified
- Cisco CCVP Certified
- Cisco CCIE Voice Path started or Certified
- Avaya BCM Certified (desirable)
- Avaya CS1000 Certified (desirable)
- Other Avaya certification.