Senior Voice Engineer 3rd line

Job Req ID:  2288
Posting Date:  27-Nov-2022
Function:  Customer Service

Building 31, Budapest, Hungary

Salary:  Competitive

Senior Voice  Engineer 3rd line



What you'll be doing:

  • Ensure telecomunications support and troubleshooting for voice complex environment issues with proper incident administration end to end.
  • Identification, isolation and resolution for service disruptions affecting customer connectivity always focusing on right first time resolution and service restauration. Ability and experience in implementing work around and service restoration.
  • Communicate with partners, resolver groups and field engineers providing them information and guidance aiming service restauration.
  • Providing customer support for network services in English, responding to customer requests and contacts. Monitoring and troubleshooting network events with accountability and responsibility following technology best practices
  • Customer communication and ensure updates about progress of incidents and request to users and managers. Join crisis calls and ensure technical support for network cases
  • Ensure quick response to network alerts from monitoring systems, incident assignment and resolver groups engagement.
  • Be proactive and responsive to network alerts, events and disruptions aiming to start fault isolation and troubleshooting as soon as possible aiming to resolve them on SLA target time.
  • Acknowledge, update and closure incidents following all steps of incident management according to ITIL best practices aiming to resolve them on SLA target time.



This role will suit you if you have the following skills:


Soft skills:
  • Ability to meet the customers’ needs in line with the business requirements
  • Focusing on the objectives and the required outcomes of the processes while delivering a service
  • Taking the responsibility and taking care of the consequences of making a decision
  • Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
  • Ability to find root causes of problems and to focus on their quick and efficient solution
  • Certficantions and/or knowledge at Cisco CLCOLR
  • Certficantions and/or knowledge at Cisco UCCX
  • Certficantions and/or knowledge at Cisco CUC
  • Certficantions and/or knowledge at UCCE
  • Verint and Genesys knowledge is an advantage


Professional skills:


  • Vocie and telecomunications troubleshooting on Cisco technology
  • Customer communication in English
  • ITIL knowledge is an advantage
  • Experience with network monitoring is an advantage
  • Cisco certification is an advantage


Language skills:
  • English on a fluent level is a must


Our efforts to become a really good place to work have been honoured with the following awards:

  • Best University Programme in Hungary Award - (2018)
  • Best Employer Branding Strategy in Hungary - Gold Medal (2018)
  • Best Employer Branding Initiative in the CEE, SSC sector (2018)
  • Most attractive employer, SSC sector (2017)
  • Family Friendly Mentor Company (2018)
  • Family-friendly Company (2012, 2014, 2016)
  • Best University-Business cooperation of the year in CEE (2017)
  • Best SSC in CEE region (2016)
  • Best Shared Service of Excellence in Hungary (2015)
  • Diversity Ambassador Employer (2015)


Additional information: On the voice team you will be part of a motivated team, we are able to provide mentorship and oriented in career growth opportunity, the new members will be supported by high qualified team. We have a broad mix of experience levels and tenure, we have an environment that celebrates knowledge sharing, Our senior members enjoy one-on-one mentoring and thorough. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded engineer and enable them to take on more complex tasks in the future. This is an exciting opportunity to be in direct contact with a complex and challenging environment with full support for development and growth. We offer opportunities for job specific and broader career development trainings and voucher for certificate with hands on training with our best profesisonals in our network labs.