Company Profile:

AB InBev is the world’s leading brewer with over beer brands includes global brands Budweiser and Corona We are driven by communities fuelled by innovation and centred on consumers Our purpose is ‘bringing people together for a better world’ Our Global Capability Center in India hosts capabilities in operations analytics Growth Analytics Center and technology AB InBev is investing into tech digitisation and leveraging data sciences to propel our business and communities further

Job description:

The TechOps Voice team is responsible for the end-to-end lifecycle of the voice telephone service/product, including terrestrial and mobile / cellular services.  Team members may work to rollout new functionality and upgrades and provide 24x7 support for the ongoing operations.

Within this team, the Specialist is a technical team member responsible for implementing changes to the voice environment, incident troubleshooting and resolution, conducting routine maintenance, and maintaining documented knowledge (e.g., SOP’s, guidelines).

The Specialist also communicates with internal customer contacts, 3rd party vendors, and management to drive incident/problem resolution, gather requirements, and coordinate changes.

The current technology footprint includes a broad range of technologies, including legacy digital PBX’s (e.g., Avaya, Nortel), VoIP Systems (Cisco, Skype for Business, Avaya), and voice gateways that connect legacy PBX’s into a Cisco SME based SIP infrastructure.  We are beginning a multi-year journey to transform this infrastructure to MS Teams Voice.

Example efforts/assignments are:

• Implementation, and operation of
  • New Cisco or Skype for Business phones
  • Updates to advanced routing functionality
  • Updates to our SIP Session Border Controller
  • Legacy PBX Station or Call Routing Changes
  • Cisco Call Manager license and software updates
  • Call routing script and agent configurations in cloud call center platform
• Incident Resolution
  • Call Quality / Completion Failure
  • PBX / Voicemail Hardware Failure
  • Mobile / cellular phone service not working
• Maintaining
  • Circuit Inventory
  • Documentation (diagrams, SOPs, config guidelines)

This position supports the North America geographic region, and the Specialist’s hours are generally aligned with North America core business hours of 7:00am to 7:00pm CST.  Team members will need to participate in on-call rotation for critical issues and support changes scheduled outside of core business hours.

Qualifications

The Specialist should have proven hands-on experience in one or more technical sub-domains (e.g., Avaya PBX, Cisco VoIP, Skype for Business or MS Teams Voice), and familiarity with other areas of voice telephony and networking technologies (e.g., analog and TDM circuits, mobile cellular, IP routing protocols).

The Specialist also needs strong written and verbal (speaking) communication skills.

Sample Experience:

• 4+ years deep experience with one or more Cisco VoIP, Avaya PBX, Skype for Business / Teams Voice technologies
• 1+ years’ experience with additional voice technologies
• Familiarity with analog and TDM circuits
• Familiarity with network routing and quality of service concepts
• Experience working with mobile carriers and troubleshooting cellular connectivity
• Prior experience in either a network or telecom operations team