Voice Engineer

Collinson Group is a global leader in driving loyalty and engagement for many of the worlds largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1, 800 people.
We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1, 800 colleagues globally.

Purpose of the role
We are looking for a confident and experienced Voice Engineer to join our growing team. You will be working in our contact center, supporting both local and global agents.

Role & Responsibilities

-Be able to manage competing priorities and remain customer focused.
-Remain calm in stressful situations and focused on the job at hand.
-Interact with end users to provide daily support for voice and Windows server infrastructure.
-On occasion be willing to work additional hours due to incident/outage
-Self-motivated to learn new technologies.
-ITIL Service Management experience.

Expectations of the role

- Perform daily checks across all platforms using monitoring solutions and escalate issues.
-To develop, support and configure the Omni channel product/solutions.
- Identify any risks and/or concerns with regards to the application layer.
- Active involvement in BCP/DR testing, including reporting.
- Liaising with staff globally and forming strong working relationships.
- Gather business requirements when on/off-boarding and/or change requests.
- Document newly learned processes to build Internal knowledge base.
- Perform technical and analytical documentation of current voice systems.
- Recommend future upgrades and expansion opportunities.

Technical Skills & Qualifications

- SysOps and VOIP configuration experience
- Good fault-finding skills from End User Compute to Server and including AWS Connect Telephony platform.
- Strong knowledge/understanding of Amazon Connect call flows, announcements, dial plans, skills, and routing.
- EC2 / VPC & General AWS Environment services (e.g. CloudWatch)
- MS Teams administration skills and knowledge.
- Understanding of Audiocodes SBC troubleshooting and administration.
- Escalate and chase known issues internally, following internal Incident Processes
- Liaising with 3rd parties including service providers
- Maintaining JIRA ticket queues Updating and escalating as required
- Understanding of Contact Centre reporting and Wallboards
- Manage time effectively.
- AWS CCP Certification Beneficial

Beneficial

- Basic scripting & database knowledge (e.g., JavaScript and SQL)
- Understanding of SIP & VOIP configuration and connectivity
- General TCP/IP Networking
- Contact Centre CRM knowledge Ideally Freshdesk.
- Contact Centre & Back Office administration & support.
- SharePoint Knowledge.

Key Performance Indicators

- Resolve fault/request logged on ticket system in a timely fashion.
- Update fault/request logged on ticket system with comments in a timely fashion.
- Ensure end to end task resolution including user/system testing.
- Ensure effective troubleshooting.
- Documented knowledge gathering.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
If you need any extra support throughout the interview process, then please email us at ukrecruitment@collinsongroup.com
We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.