Telephony Voice Line Specialist m/f

Our client is looking for a seasoned Telephony Voice Line Specialist:

Your deep network, telephony and contact centre know how helps you to manage clients service hotline portfolio as well as the underlying telephony network. You will take over a single source portfolio of service numbers and a large number of DSS1 / QSIG trunks. Throughout product life, you will migrate the DSS1 trunks to different SIP trunks and monitor their performance jointly with the telephony operations provider. For the service numbers you will establish and document an operations process to handle all IMAC/D, standard and normal changes for the service. You will manage and optimize telecommunication cost using Telecom Expense Management systems.

The analysis and technical execution of change request posted through your customers, as well as the monitoring of external changes is part of your day to day business. You always keep quality and performance of your service in close observation while you managed an efficient 1st and 2nd level and provide last level support yourself.

You are part of the telephony expert group that you interact with to merge data into your platform.

- Technical Degree in Telecommunications Technology or similar acquired knowledge
- 3 years of experience in backend telephony (IP, ISDN, analogue)
- Excellent know how about SIP and DSS1 protocols, codecs and signalling in large infrastructures
- Experience with service number management in intelligent networks (IN)
- Excellent know how about service properties and debugging of SIP and IN (ITU Q1219)
- Good experience in (CISCO) call centre technology is a plus
- Basic project management experience
- ITIL certification and good working knowledge in regards to ITIL
- Excellent command of English an German Language
- Experience with insurance industry business processes is a plus

Additional Skills: - Product ownership including roadmap and risk management responsibilities
- Operates service at specified quality and availability levels - Reengineering and tuning of service as required, system test and surveillance
- Adjustment of service to new technical or operative requirements - Installation, integration and configuration of off-the-shelf software components - Problem- and change management - Know-how Transfer between internal and external parties, alignment with other product owners - Consulting to customers and support of users, product marketing and stakeholder management - Documentation of service and service performance