Principal Voice Specialist

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

 

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

 

YOUR IMPACT

 

As a Principal Voice Systems Engineer at OpenText, you will be part of a global team of administrators responsible for the implementation, operational maintenance, and support of various technologies and products typical of an enterprise global environment. The ideal candidate will be a team player, have previous experience in managing a global voice and contact center environment, and have a sound understanding of the technologies we support. 

 

WHAT THE ROLE OFFERS

 

• Proactive management of voice and contact center systems to provide excellent customer experience
• Effective prioritization of workloads to balance project deliverables and service requests
• Opportunity to analyze and evaluate emerging technologies for both short- and long-term platform improvements
• Autonomous work style, with strong collaboration and relationship-building skills across geographically dispersed teams and global business partners

 

WHAT YOU NEED TO SUCCEED

 

• Ideally 8+ years of experience in the field, preferably within medium to large enterprise environments
• Bachelor’s degree in Computer Engineering, Computer Science etc., or a related discipline (or equivalent practical experience)
• Excellent communication skills in English for both written and verbal communications
• Hands-on experience with Cisco UCM, Unity Connection and WxC – MACD, Maintenance, Upgrades
• Proficiency with Voice gateways using SIP protocol, connect to on-premise and cloud solutions
• Experience with Cisco UCCE (CVP, Finesse, CUIC) version 12 or higher and WxCC - administration, scripting, and support 
• Strong troubleshooting skills for SIP and PRI voice services, Call Center scripts, and Agent-related issues 
• General networking knowledge covering the OSI model, SNMP, Syslog, IP segmentation, VLAN designations, NTP, bandwidth throughput, and saturation

 

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.