Job Title : Associate Engineer – Voice Service Operations
Location : Birmingham
Corporate Title : Associate
The Global Voice Service Operations Specialist team is a 24x7 Level 2 operations team supporting multiple Avaya Internet Protocol Telephony (IPT) and NICE Voice Recording applications/infrastructure based on the Follow the Sun support model. This role includes but is not limited to, Incident ticket Management, Request Fulfilment, Stakeholder liaison. You will implement technical solutions and configure Applications in different environments in response to Business problems and in accordance with requirements and design principles.
What we’ll offer you
A healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its centre.
You can expect:
Competitive salary and non-contributory pension
30 days’ holiday plus bank holidays, with the option to purchase additional days
Life Assurance and Private Healthcare for you and your family
A range of flexible benefits including Retail Discounts, a Bike4Work scheme and Gym benefits
The opportunity to support a wide ranging CSR programme + 2 days’ volunteering leave per year
Your key responsibilities
Provide Level 2 support for Enterprise Voice (Avaya), NICE Voice Recording
Develop thorough understanding of Level 2 responsibilities including, but not limited to: Incident handling, Service Request fulfilment, Change Management, Alarm monitoring, develop and maintain and publish Knowledge Articles
Follow all guidelines and controls for all process to ensure compliance and quality, for example being Engineering Deployment Guidelines and Operational Guidelines for Voice applications
Understand thoroughly the end to end application support process and escalation procedures
Resolution of incidents, outages and request fulfilment within defined Service Level Agreements
Your skills and experience
Experience in voice operations and Service Desk essential – ideally in a large corporate / financial services environment
Significant working knowledge of Avaya IPT or other IPT technologies
Experience in coordinating routine production activities and supporting complex application and infrastructure domains
Experience with setting up and troubleshooting user configuration, simple and complex Move, Add and Change, call routing through Avaya or other IPT technologies
Experience with NICE Voice Recording platform or other Voice Recording technologies and their integration with Avaya Application Enablement Services or other IPT technologies
How we’ll support you
Training and development to help you excel in your career
Coaching and support from experts in your team
A culture of continuous learning to aid progression
A range of flexible benefits that you can tailor to suit your needs
About us and our teams
Deutsche Bank is the leading German bank with strong European roots and a global network. Click here to see what we do.
Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.