Infrastructure and End User Technology Operate support - Voice
Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Infrastructure and End User Technology Operate support - Voice, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.
Work you'll do/Responsibilities
- Administer and support enterprise voice systems, such as VoIP, SIP, call routing, contact center, and unified communications platforms
- Manage configuration changes, moves/adds/changes, and troubleshooting for telephony services
- Monitor system performance, availability, and service quality; identify and resolve incidents and recurring issues
- Support voice migrations, upgrades, and modernization initiatives
- Coordinate with telecom carriers, vendors, and internal support teams to resolve service issues
- Maintain documentation, including standard operating procedures, configuration records, and network/voice diagrams
- Perform root cause analysis for outages and service degradations
- Support number management, call routing, voicemail, hunt groups, and endpoint provisioning
- Ensure compliance with operational standards, security requirements, and changing management procedures
- Collaborate with infrastructure, network, security, and service desk teams to deliver stable voice services
- Participate in on-call or escalation support as needed
- Experience with platforms such as Cisco Unified Communications Manager, Avaya, Microsoft Teams Phone, Zoom Phone, Genesys, NICE, or similar
- Experience supporting contact center environments
- Familiarity with network fundamentals, QoS, DNS, DHCP, and firewall considerations for voice traffic
- ITIL certification or service management experience
- Experience in large, complex enterprise environments
The successful candidate would possess these skills:
- Ability to work independently and collaborate as part of a team
- Effective written and verbal communication skills
- Mhttps://my.dnet.deloitte.com/eticulous attention to detail and quality of work product
- Ability to build and sustain professional relationships
- Ability to lead projects or workstreams
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to provide clear guidance to others
The Team
AI & Engineering leverages cutting-edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission-critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client's unique requirements.
Our Hybrid Cloud Infrastructure offers specialized engineering capabilities to design, implement, manage, and operate hybrid cloud environments. We modernize networks and AI infrastructure from the core to the edge and develop new infrastructure and device services to help clients stay ahead with the latest technology advancements.
Qualifications
Required
- 3+ years of experience in voice/telecom administration or unified communications support
- Hands-on experience with enterprise voice platforms and telephony troubleshooting
- Knowledge of SIP, VoIP, call flows, PBX systems, and telecom carrier operations
- Experience with incident management, change management, and problem management processes
- Strong documentation and communication skills
- Ability to work across technical and business stakeholder groups
- 3+ years of relevant experience in network administration and enterprise network support
- Have industry certifications on Voice Skills
- 3+ years of strong analytical, troubleshooting, and communication skills.
- 3+ years of experience working in 24x7 production support / enterprise infrastructure support environments are preferred
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
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