Infrastructure Engineer, Voice and Contact Centre (JL3)

Join our team and help us automate and optimise our End User experience.

Role overview

The Modern Workplace team at Maersk are responsible for engineering and operation of our end user estate. We support over 80,000 colleagues with the productivity tools and devices they use every day in their work. Our mission is to deliver an easy to use and seamless experience, focusing on proactive and predictive IT to drive down reactive incidents, fix issues before they cause impact and delight our colleagues with a world class experience.

We are seeking an experienced Voice and Contact Centre Infrastructure Engineer to join our team. The successful candidate will be responsible for building and maintaining Maersk’s voice-focussed tools and services. This includes Teams Enterprise Voice and Cisco Cloud Contact Centre, as well as other relevant tools and platforms. The Voice and Cloud Contact Centre Infrastructure Engineer will also be responsible for ensuring that these tools and services are fully supported, both internally and through third-party providers.

Responsibilities

The Voice and CCC Infrastructure Engineer will be responsible for the following (note this list is not exhaustive):

• Implement and maintain our Voice and Contact Centre infrastructure, including telephony systems, IVR and call routing platforms
• HLD and LLD design reviews and approvals
• Troubleshoot and resolve issues related to voice and contact centre systems
• Where required help educate third party supplier technical resources to facilitate long term incident management improvements
• Ensure the environment remains standard and in line with HLD’s and LLD’s
• Work with cross-functional teams to diagnose and resolve complex infrastructure issues
• Participating in rotas and 24/7 duty guards
• Participate and provide technical expertise during CAB meetings
• Accountable for change related to products
• Develop and maintain relationships with third-party providers to ensure the platform is fully supported.
• Develop, implement, and maintain disaster recovery plans to ensure business continuity
• Investigate current environment to ensure appropriate configurations have been applied
• Ensure technical SOP’s, design diagrams and reference architecture are complete and in one place for all elements of Maersk’s voice and cloud contact centre environment.
• Look for opportunities to improve the technical environment to make it more robust
• Ensure we are getting maximum value out of our current technical environment
• Where appropriate seek new technical solutions for automation and self-service
• Ensure Security framework for services is adhered to
• New requirements/ new solutions and designs are reviewed and plan to implement them as per governance is executed on time.

Essential Criteria

• Technical knowledge of Microsoft Teams Enterprise Voice
• Technical knowledge of Cisco Cloud Contact Centre and experience in configuring IVR’s, designing call flows and skills-based routing for large contact centres
• Technical knowledge of Teams Session Border Controller technologies and vendors (Audiocodes, Ribbon etc)
• Knowledge of Microsoft Teams
• Knowledge of Microsoft Office 365
• Knowledge of PowerShell Scripting
• Knowledge of voice and contact centre technologies and protocols, such as SIP, RTP, and VoIP
• Understanding of Global PSTN carrier networks and local regulatory compliance requirements
• Experience with DNS and Certificate management
• Experience in migrating phone systems
• Previous experience of delivering/managing solutions on a global basis
• Strong business analysis skills
• Well organized and experience working with diverse teams on projects
• Good communication skills, with the ability to interact with other support teams
• Proven track record of technical environment improvement
• Strong stakeholder management
• Minimum of 3 years large enterprise experience
• Ability to manage multiple tasks and priorities
• Knowledge of call recording and work force management technologies
• Knowledge of AWS Services would be beneficial

Other Skills

• Focused on the detail
• Strong analytical skills
• Strong customer service skills
• Proven ability and commitment to work collaboratively toward common goals
• Possess effective planning and problem-solving skills
• Highly motivated
• Focuses on a quality outcome
• Excellent inter-personal skills
• Ability to work calmly under pressure
• Excellent team player
• Take ownership, initiative, challenge
• Excellent Communication skills at all levels of the organization

  Having substantial operations in over 130 countries, we work across continents, across cultures and with individuals from all walks of life. This drives our ambition, to create equitable and inclusive workplaces where every individual can have a sense of belonging.
  As an equal opportunity employer, we do not discriminate on the basis of age, ancestry, national or ethnic origin, race, sex, gender identity or expression, sexual orientation, marital status, parental or caring status, religion or belief, physical or mental disability, long term health condition, pregnancy or parental leave, protected veteran status, or any other classification protected by applicable law.
  We actively work to address systemic bias and support representation. We therefore encourage all to apply and let us know if you require any reasonable adjustments to be made for your recruitment process.
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