EY is looking for a Telephony Operations Engineer to join our global technology operations team. You will be responsible for the end-to-end support of critical application platform services, including service engineering, L3 support, escalation management, and driving service roadmaps. At EY, you'll work within a diverse, globally connected team dedicated to building a better working world.
What You'll Do
- Provide daily operational support for services in Telephony, SBC, EFAX, Genesys, and TEC.
- Capture, triage, troubleshoot, and resolve issues, escalating and engaging third parties as needed.
- Handle Level 3 service requests and operational activities.
- Monitor remote management system alerts and respond accordingly.
- Coordinate with escalation teams during high-risk incidents or projects.
- Adhere to engineering methodologies, standards, and leading practices.
- Provide feedback on engineering methods and user requirements.
- Produce clear, audience-tailwritten documents.
- Recommend process engineering and operational improvement initiatives, including automation.
- Execute application environment tasks for incident resolution.
- Liaise with teams to develop corrective actions or workarounds for major incidents.
- Respond to automated alerts on system health.
- Execute scheduled and unscheduled operational maintenance and monitoring tasks.
- Adhere to EY and ITIL guidelines for Incident, Problem, and Change Management.
- Ensure all work is carried out and documented according to required standards.
- Assist senior team members in research and development of new products and technologies.
- Perform root cause analysis and implement service improvement solutions.
What We're Looking For
- Demonstrable basic knowledge of key products such as SBC, Telephony, Genesys, and Teams calling.
- Knowledge of SIP call flow concepts.
- Hands-on experience with appliances like AudioCodes SBCs, Cisco Voice Gateways, and Audio code routing manager.
- Knowledge in Genesys pure cloud.
- Genesys call flow knowledge.
- Basic understanding of operating systems and dependent platforms such as Microsoft Windows.
- Basic understanding of networking concepts including Quality of Service, Call Admission Control, and routing.
- Knowledge of troubleshooting tools and techniques related to networks and systems.
- Experience supporting applications in clustered, federated, shared, or virtual environments.
- General understanding of IT security concepts related to production environments.
Nice to Have
- Demonstrable platform support experience on Windows platforms and Azure cloud.
Technical Stack
- SBC, Telephony, Genesys, Teams calling
- AudioCodes SBC, Cisco Voice Gateways, Audio code routing manager
- Windows platforms, Azure cloud, Genesys pure cloud
Team & Environment
You will be part of a team of L3 engineers, supporting various application platform services across a range of business portfolios.
Benefits & Compensation
- We’ll develop you with future-focused skills and equip you with world-class experiences.
- We’ll empower you in a flexible environment.
- We’ll fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
EY is an equal opportunity employer committed to a global, inclusive culture and building a better working world for all.
