Dell Senior Voice Engineer in Bayan Lepas, Malaysia
Senior Voice Engineer
Bayan Lepas or Cyberjaya, Malaysia
As part of the Voice & Database Reliability Engineering (VDRE), the candidate will be positioned in the Voice & Contact Center Services (VCCS) COE SRE team. The vision of the COE SRE team is to be highly skilled in product, incident management and also a liaison between the L1 support and Product Team.
Join us as a Senior Voice Engineer on our Voice & Database Reliability Engineering (VDRE) team in Bayan Lepas or Cyberjaya, Malaysia to do the best work of your career and make a profound social impact.
What you’ll achieve
The candidate is expected to exhibit execution rigor, process governance and strong sense of business urgency in the incident management environment and continuous upskilling through trainings, engagement with Product Team and Dell vendors as well as participation in change releases will be part of the candidate’s learning and development journey.
Analyze incidents and identifying improvement opportunities. Lead or participate in incident management process as per MIM process.
Participate in activities in support of internal project requirements which may include testing, implementation of new or updated applications. Collaborate with other internal and external supporting groups on operational issues.
Communicate new developments, breakthroughs, challenges and lessons learned to stakeholders/business. Operate & maintain high availability of systems supporting multiple products and participate in activities in support of internal requirements & objectives for new or updated applications as well as organization’s enterprise assets as part of the voice infrastructure.
Perform full-stack diagnostics and determine root cause (Problem Management) of internal problems; analyze operational performance to deliver improvements in critical maintenance related metrics & KPIs. Build tools and automation that eliminate work and reduce time it takes to resolve an issue.
Setup and maintain operations in way of automation & tooling to monitor & maintain enterprise applications. Acts independently to research new findings or latest development in CTI technology.
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
At least 5 to 8 years of experience in managing and supporting the Voice applications and infrastructure in the Contact Center environment.
Technical knowledge required: MS SQL (Querying and Building query, SQL Store procedure), Oracle (Querying and Building query), Avaya Telecom (ACD knowledge, Call Management System (CMS), POD-FX Infrastructure, AAEP (IVR-interactive Voice Response), ICM-Cisco (Peripheral Gateway and Router).
Tools required: SQL Management Studio, Avaya Communication Manager, Avaya G650 and G450 gateways, Avaya System Manager, Avaya Session Manager, Avaya AES, Avaya CMS, Avaya hardphone/softphone, Telecom connections: ISDN PRI and SIP.
Must be able to provide guidance and assistance to junior analyst, as a part of the mentoring process in the team.
Bachelor’s degree in Computer Science / IT or equivalent.
Strong diagnostic and problem-solving skills.
Here’s our story; now tell us yours
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.
We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.
You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .