Consultant - Network and Voice Job in Hyderabad at Genpact

Genpact is hiring for the role of Consultant - Network and Voice!

Responsibilities of the Candidate:

• Play a key role in network-related incidents and provide key inputs for problem management.
• Act as the front-end representative for the Network Team during internal P1/P2 incident resolution bridge calls.
• Participate in bridge calls with clients for joint troubleshooting of voice issues.
• Collaborate with different vendors and service providers for faster and more accurate resolution of network issues.
• Identify open risks in the production infrastructure and provide input for risk mitigation.
• Document all changes made in the production environment through the change management process.
• Hands-on experience with Avaya Session Manager.
• Possess voice design and hands-on implementation knowledge.
• Expertise in Avaya CM, Session Manager, SBC, call flow design, and troubleshooting.
• Understanding of call recording solutions on VoIP/TDM.
• Knowledge of dialer design and configuration.
• Perform QoS for voice traffic engineering over data networks.
• Coordinate with vendors (equipment and telecom) for implementation.
• Conduct bandwidth assessments for voice traffic.
• Manage capacity, lifecycle, vendor relations, escalations, and IT cost optimization.
• Experience working with contact centers, telecom service providers, and vendors providing technologies like Avaya, Cisco, and ASPECT.
• Demonstrate strong problem-solving abilities and a logical approach.
• Knowledge of telecom service provider operations.
• Experience with network monitoring tools like SolarWinds.

Requirements:

• Bachelor’s degree in Information Systems, Computer Science, MIS Management, or a related field, or equivalent combination of education and experience.
• L2 experience in network and voice support
• Good knowledge of ITIL practices.
• Excellent communication and interpersonal skills.
• Strong business process and change management skills, with the ability to develop strategies, evaluate effectiveness, influence stakeholders, drive implementation, and measure success.
• Strong quantitative, analytical, and problem-solving skills, including the ability to accumulate, organize, and assimilate large amounts of information.
• Ability to meet strict deadlines while managing multiple tasks with competing priorities.