UC Voice Assurance Expert – Cisco Collaboration Solutions (HCS)

  • Job Number: 10073407-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: NSW: Sydney CBD
  • Opening date: 10/02/2019 01:00 PM AEST
  • Closing date: 28/02/2019 12:55 PM AEST
  • Applications close in: 7 days time

About the role:

The “UC Voice Assurance Expert” is a new role to support strong business growth in Telstra's Cloud Based Unified Communications offering. This role will act as a Subject Matter Expert with Cross Domain understanding of all aspects of the Cisco HCS-based Collaboration Solutions (Unified Communications-As-A-Service).

In this role you will perform and lead complex assurance, major incident and change support activities across customer solutions. These solutions are built on Cisco’s Hosted Collaboration Solution (HCS) Suite of products (CUCM, CUCDM, PLM, HCM-F etc), Webex Teams and Webex Collaboration Endpoints products and other third products (eg ARC Operator Console, Call Recording)

A major focus for this role will be to identify and drive continuous operational improvements to deliver best practice Assurance outcomes from a customer and technical point of view. You will be outcome driven and have the confidence to propose innovative solutions and execute them.

You will lead by example and provide a high level of technical leadership and personal leadership to colleagues and peers. Over time, you will assist management with tactical and operational initiatives as well as team management as required.

Above all you must possess the resilience and passion to provide the best customer experience in a technically complex and high growth business environment. To be successful, you will possess a high degree demonstrable interpersonal influencing and negotiation skills to manage deliverables through close collaboration with stakeholders and peer organisations.

 

What will you be doing:

  • Manage complex customer incidents and technical escalations as needed
  • Provide technical and personal leadership to colleagues and peers in diagnosis, restoration and root cause analysis of complex incidents
  • Identify technical/process impediments to providing ‘brilliantly simple’ customer experience and work collaboratively with various stakeholders and fixer teams to device and implement effective solutions
  • Use data driven analysis to identify Operational Excellence initiatives and device plans to constantly improve customer service experience.
  • Assist management in operational reporting, work volume management or initiatives as needed
  • Provide after-hours assurance support as needed on rotation basis

 

What we looking for:

To be successful in this role, you will have the following experience and attributes:

  • Have a thorough understanding of Cisco Collaboration and WebEx Teams products
  • Proven experience in high level support role in dynamic high growth environment dealing with customers and complex platform issues.
  • Extensive experience in the telecommunication industry and in service assurance specifically
  • A degree in Telecommunications or equivalent.
  • Experience in or a genuine interest in a people leadership/team management position

 

A job at Telstra is like no other you've had. You'll be challenged. You'll be inspired. And you'll be proud. Because whatever your job is here, you'll always be part of something bigger. Come and connect with what you love and apply now! 

We work flexibly at Telstra. Talk to us about how this job could be flexible for you.

Apply Now
  • Job Number: 10073407-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: NSW: Sydney CBD
  • Opening date: 10/02/2019 01:00 PM AEST
  • Closing date: 28/02/2019 12:55 PM AEST
  • Applications close in: 7 days time