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Voice Engineer in Bristol at Computershare, Inc

Date Posted: 1/9/2019

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Job Description

Voice Engineer

Bristol or Skipton

Competitive Salary Progression Opportunities Technical Training & Development Employee Share Plan Fantastic Pension Scheme


CTS Global Planning and Delivery (GP&D) EMEA provides end to end delivery (Architecture, Project Management and Implementation) of systems and networks that Computershare’s products and services use both Regionally and Globally. We currently have approximately 27 IT staff in the GP&D Group located across the Bristol and Skipton sites. The team supports 4500 users among 28 office locations. 

CTS Globally have approximately 1000 employees, with approximately half of them in Oceania and the other half split between the Americas and EMEA regions.  Each region is split into 3 major divisions; Global Planning and Delivery, Service Operations and Development Services.

Job Role

This position is a Technical role within the Computershare Global Planning & Delivery – Network & Voice Communications team.

  • Is responsible for the installation of the organization's EMEA Voice Network equipment (Avaya Red).
  • Evaluating vendor products in hardware and software and recommending purchases consistent with the organization's short- and long-term objectives.
  • Recommending, documenting and implementing policies and standards relating to the Computershare Voice Network environment and ensuring adherence to security procedures.
  • Participating in strategic planning and decision making processes by providing technical assistance and knowledge as a subject matter expert in International and domestic non-geographic Voice transmission techniques, Voice and related hardware (eg Call recording, Workforce Management connectivity, call logging), Contact Centre Routing, IVR connectivity, and general Voice Telecommunications across multiple vendor products.
  • Preparing technical reports for Management 



Essential Experience

•         Demonstrated Experience as a member of a team of technical engineers

•         Demonstrated experience in the following key areas:

o    Designing, Building, Securing and Supporting Enterprise Avaya Technology solutions

o    Installation of full Avaya telephony solutions at version 7 and above

o    Creating, maintaining and following technical procedures and documentation

o    Lead technical projects

o    Working with ITIL aligned processes (Incident, Problem, Change and Release)

o    Working in a large, complex technical environment which supports 100 or more internal network devices

•         Working closely with External Vendors and other internal technical teams



Desired Experience


•         6 Years Experience with Avaya hardware and software, Avaya and Genesys CTI, NICE systems, Microsoft UM, Skype for Business Technologies, Provider non-geographic routing platforms, VOIP and data network engineering principles.

•         Experience in installation and support of global Avaya telephony platforms with regional data centre centric deployments.


Technical Skills


•         Experience and understanding of the majority of Voice Network infrastructure technologies including: 

o    Installation of Avaya Red hardware and software including –

§  Communication Manager 6.3 and onwards

§  System Platform

§  CMS, Session Manager/System Manager, AES and SBCE

§  Meeting Exchange

§  Media Gateways

§  Media Servers

§  Survivable Processors including LSP and ESS

§  SIP Circuit Technology

§  Domestic/international call routing techniques and related software

§  Audiocodes

§  Experience Portal

§  AACC7 and onwards

o    NICE Call recording applications and hardware

o    Aspect Dialler and all dialler technologies

o    Call logging applications (Tiger & Prognosis)

o    Voice transmission in a WAN/MPLS environment

o    SIP and H323 voice transmission protocols


o    Integration of Avaya technologies with Microsoft UM products (Exchange, OCS, Lync)

o    Skype for Business

o    CTI Integration in a Contact Centre environment

o    Enterprise Network Monitoring and management

o    Enterprise structured cabling

o    IVR and WFM connectivity and data requirements

o    Business continuity concepts and techniques

•         Good understanding of other Infrastructure technologies including:

o    Microsoft Windows Server Operating Environment, Active Directory and Microsoft based applications

o    FCOE / iSCSI and Storage Area Networks

o    Linux Red Hat an Cent OS

o    Invision

o    Microsoft Windows Desktop Operating environment

o    Enterprise Systems Monitoring

o    Data Centre facilities, operations and capacity planning

•         Keeps knowledge up-to-date, is a technical resource for others, follows technology practices and standards.



Operations Skills


•         Experience working within operational frameworks such as ITIL

•         Experience with Service Desk, Change Management, Incident Management, Capacity Planning, Service Level Agreements, Disaster Recovery and Business Continuity Planning

•         Must have the mindset for continual process improvement

•         Assist with build and delivery of project tasks



A Truly Diverse Place to Work

Computershare celebrates the diversity of our people and we welcome applications from everyone.

We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.


Specific Key Benefits of the Role

Computershare offers all employees 25 days holiday, excellent pension scheme, shareholder incentive plan, and a flexible employee benefits scheme.



About Computershare


Founded in 1978, Computershare employs over 16,000 people across the globe, providing services in over 22 countries to more than 16,000 clients. With a market capitalisation value of over $7 billion, Computershare has a group turnover of over $2 billion per annum. A global market leader in transfer agency and share registration, employee equity plans, proxy solicitation, mortgage/loans services and communications, we also specialise in a range of other diversified financial and governance services and are a trusted partner of the UK Government.

Computershare is renowned for its expertise in data management, high volume transaction processing, payments and communications. Many of the world’s leading organisations use these core competencies to help maximise the value of relationships with their investors, employees, creditors, members and customers.

Our vision is to leverage our global network, specialised technology, local and global financial markets expertise and unsurpassed service levels to keep Computershare at the forefront of the industry. As the perfect partner for organisations seeking consolidated tailored solutions and superior service, we constantly strive to widen the gap in quality between us and our competitors. We have three key values that drive everything we do:

•         Certainty - Count on us to deliver every time

•         Ingenuity - Look beyond today’s problems to find tomorrow’s solutions

•         Advantage - Unlock your competitive advantage

All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.

Computershare Technology Services (UK) Ltd is registered in England & Wales, Company No. 03199675. Registered Office: The Pavilions, Bridgwater Road, Bristol BS13 8AE