Telephony Tech Lead

2 days ago

Melbourne, Victoria, Australia Aia Full time

Lots of companies love to say they're different. But only a few are. AIA is different, because of the difference we make in people's lives. We're committed to helping people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. If you want to help us make a difference - to be the difference - we want to hear from you

The Opportunity:
The Telephony Tech Lead will manage and maintain Cisco VoIP telephony system, identify, and connect the necessary teams and stakeholders for problem resolutions, continuous improvement requirements and provide reporting as required. The role will bring strong communication skills, flexibility, team focus and a customer centric lens

Key Responsibilities:

- Engage with key service providers at a technical level, liaise with business teams to understand business requirements and coordinate with service providers to deliver outcomes that meet business needs
- Manage and maintain Cisco VoIP Telephony system, troubleshoot issues and ensure timely resolution
- Manage Calabrio call recording and Aspect workforce management
- Manage IVR and queue routing development, QA and testing for business teams by working closely with 3rd party service provider
- L2 and L3 support for Cisco UCCE platform working closely with 3rd party service provider to ensure availability and stability of all Call Centres and call queues
- Manage Licenses for telephony platform and perform regular audits to ensure compliance.
- Provide support to network team for maintaining, supporting, and improving the local network infrastructure for AIA Australia
- Monitor ServiceNow queues and take appropriate steps to resolve incidents and action requests to ensure service levels are met
- Solid technical experience within enterprise environments with a focus on Telephony, network, data protection, cloud platforms and related enterprise software across these technology stacks
- Strong technical understanding of TCP/IP, DHCP, DNS, Active Directory, routers, switches, server environments, telephony services, LAN and WAN technology, information security concepts and risk management
- Experience in working with service providers and vendors to maintain, monitor, troubleshoot and deliver infrastructure solutions.
- ITIL Certification, or demonstrable experience within ITIL organization
- Financial Services and/or Insurance Industry Experience
- Experience in Disaster Recovery process, planning and testing.
- Experience with regulatory compliance, IT compliance and security controls

Why choose AIA:
At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone's life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers
- Flexible working arrangementsRecruitment Agencies: Our Talent team does not require any recruitment agency support.

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