Voice Analyst Level 2

In case of internal application please do not forget to inform your line manager about your willingness for the internal move. Please note that the future manager might ask for reference about you from your current line manager. Please also bear in mind that your salary will not be adjusted automatically, but the new Line Manager can request it via off-cycle process. In case you are not selected for the position, the Recruitment Team will let you know via email.

Key responsibilities:

• Working standalone and in team as part of managed projects on incoming customer requests using defined processes for provisioning
• Validating incoming customer configuration service requests and implementing them using CUCM GUI or bulk admin toolset depending on the volume and nature of the query
• Communicate with partners, resolver groups and field engineers providing them information and guidance aiming service restauration.
• Implementing (create, cease, modify) customer sites (e.g. partitions, calling search space, etc.) in Call Manager and dealing with config of analogue and PSTN gateways
• 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
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Taking the responsibility and taking care of the consequences of making a decision is an advantage
• Using all data and information available to analyse and understand a situation, with the aim of supporting decisions is an advantage

Professional skills:

• Have Voice over IP knowledge and experience with VOIP issues /troubleshooting
• Network and Telecom knowledge is an advantage
• Cisco certification is an advantage
• ITIL knowledge is an advantage

Language skills:

• English on a fluent level
• German on a conversational level is an advantage

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.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.  

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.