About this role
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary**
As a DVSM (Digital Voice and Speech Mechanic) for VXI Global Solutions, you will be responsible for ensuring the optimal performance and quality of our voice-based customer service platforms. You will troubleshoot, maintain, and optimize digital voice systems, aiming to deliver an exceptional and seamless experience for our customers.
Job Responsibilities**
* Monitor and analyze voice quality metrics, identifying and resolving issues related to audio clarity, latency, and connectivity. * Perform routine maintenance and upgrades on digital voice and speech recognition systems. * Collaborate with engineering and IT teams to diagnose and resolve complex technical problems affecting voice services. * Implement and test new voice features and functionalities to enhance customer interaction. * Document technical procedures, troubleshooting steps, and system configurations. * Participate in on-call rotations to provide 24/7 support for critical voice infrastructure. * Conduct root cause analysis for voice-related incidents and implement preventative measures. * Provide technical support and guidance to call center agents and operations staff regarding voice system usage.
Job Qualifications**
* Bachelor's degree in Computer Science, Telecommunications, or a related technical field. * 2+ years of experience in supporting and troubleshooting digital voice platforms (e.g., VoIP, SIP, Genesys, Avaya). * Strong understanding of voice codecs, network protocols (TCP/IP, UDP), and telecommunication standards. * Experience with speech recognition technologies and natural language processing (NLP) concepts. * Proficiency in using monitoring tools for voice quality and system performance. * Excellent problem-solving and analytical skills. * Ability to work independently and as part of a team in a fast-paced environment. * Strong written and verbal communication skills. * Certifications in relevant voice technologies (e.g., CCNA Collaboration) are a plus.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!