Sr. Engineer-1, Assurant, GCC-India

Activities include designing and documenting the deployment and operational processes required to build and operate robust cloud and On-Premise Voice products, through the project lifecycle; tier 3 escalation support for Cisco platforms and applications; and participating in customer onboarding and integration projects, leveraging expert technical understanding and troubleshooting skills throughout the application stack.

The role will also involve consultation and development of custom configurations and/or software solutions. Specifically, the engineer may assist or lead the evaluation, adaptation, design, and integration of existing internal or third party (software and hardware) systems to support developing Assurant On Premise Voice Infrastructure, Assurant Cisco WXCCE/IAAS Cloud, migrating on premise Infrastructure to cloud, implementation of omnichannel environments, and will be part of the team which maintains the platforms, keeping them up to date from a technology perspective.

This position will be Hybrid Working at Hyderabad location.

What will be my duties and responsibilities in this job?

• Provide guidance and leadership during design, build, and run activities to ensure success from lab to released solutions
• Lead pre-production and production deployment, configuration, testing while ensuring best practices are followed and recommendations communicated.
• Provide detailed technical documentation including solution high/low level design, platform build/configuration, cost, troubleshooting, and operational procedures.
• Take a lead technical role in escalations with vendors
• Participate in an on-call rotation to provide 24X7/365 support for operations
• Interacts with other teams. Internal - network, security, compliance, product owners, business operations etc. and External - vendor partners providing cloud solutions, telecom, call center applications
• Ability to gather all cost factors for a solution and perform cost/benefit analysis based on business needs
• Develop and maintain internal training and technical procedures for other Assurant teams.
• Provide support to the Project Management teams in regard to Telephony deployment and integration for customer onboarding and integration.
• Troubleshoot and resolve complex VOIP issues, providing expert-level support to the team.
• Perform regular maintenance and upgrades to the VOIP infrastructure to ensure optimal performance and security.
• Collaborate with cross-functional teams to integrate VOIP solutions with other communication systems.
• Develop and maintain documentation for VOIP configurations, processes, and procedures.
• Monitor VOIP system performance and implement improvements as needed.
• Stay up to date with the latest industry trends and best practices in VOIP technology.

What are the requirements needed for this position?

• Experience in L3 troubleshooting
• Prior experience working in an Enterprise- Voice Engineering environment
• Relevant certifications (e.g., CCNP Collaboration, CCIE Collaboration) are a plus.
• WxCCE and UCCE experience
• Knowledge of REST APIs, WebSocket, SOAP, and JSON
• Solid background in SIP Trunk
• Solid experience in Voice IP Telephony with a discipline in Cisco
• Solid experience in Root Cause Analysis and Assessment, and Troubleshooting procedures
• Experience with Oracle Session Routers
• Good working knowledge of: TCP/IP networking technology (switch, router, firewall), Reverse Proxy, Load balancers. Knowledge of virtualization, and SAN solution beneficial
• In-depth knowledge of Cisco Unified Border Element (CUBE), Cisco Unified Communications Manager (CUCM), and Cisco Unity.

What other skills/experience would be helpful to have?

• Minimum 5 years' experience in IT Voice industry including architecture and design as well as operations and support.
• Strong experience in Voice solutions (Cisco, Oracle, Genesys, Nice, etc.) in a design engineering, implementation or support role
• Design, implementation, support or engineering experience with SIP VOIP technologies including experience with Audio codes, and Cisco
• Experience with XML and JavaScript is a must in order to support design recommendation for Finesse Desktop and Gadgets
• Technical skills: ability to author and present information and provide advice to stakeholders on relevant technologies
• Experience in troubleshooting of VOIP systems, SIP telephony, and Carrier or PBX interoperability
• Ability to communicate best practices, settings & configuration. Hands-on experience with relevant technologies is required.
• Ability to make decisions and recommendations relating to technology or design choices, for example functionality, performance, scalability, manageability.
• Excellent written & oral communication, prioritizing, and relationship building skills
• Adaptation skills: ability to manage unexpected and complex situations & proactively propose contingency plans
• Proven problem solving, analysis, planning, and time management skills
• Independent self-starter and quick learner who is able to work well under pressure and tight timelines

Schedule:

• 9-hour shift
• Monday to Friday

Experience:

• WxCCE and/or UCCE: 5 years (Required)
• CISCO VOICE/IP TELEPHONY: 5 years (Required)
• SIP Trunk: 5 years (Required)
• Relevant certifications (e.g., CCNP Collaboration, CCIE Collaboration) are a plus.
• L3 troubleshooting: 5 years (Required)

Education:

• Associate degree, or equivalent experience