Dell Network Voice Operations Analyst in Round Rock, Texas

Network Voice Operations Analyst

Location: Round Rock, TX

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Network Voice Operations Analyst on our Global Voice Operations team.

Dell Digital is a world-class IT organization that employs 5000+ across the globe. We are focused on driving business transformation, superior customer satisfaction, and revenue growth through innovation and cutting-edge technology that leverages traditional ERP, as well as cloud, analytics, mobile, and social solutions.

General Summary:

We are looking for a Network Voice Operations Analyst to work with Dell Digital’s Global Voice Operations team. The Global Voice Operations provides Level 2 voice support for all of Dell’s locations globally, including break/fix, proactive maintenance, troubleshooting, and core upgrades/deployments. You will work with the Global L1 & L2 support and cross-functional support teams in Malaysia, India, Brazil, US and EMEA.

This is an exciting opportunity to join a growing team and to be part of a larger team supporting Dell’s Global Network Infrastructure. This job is a great opportunity for growth and technical development while performing support and deployment duties, including direct engagement with business and end-user representatives!

Principal Duties and Responsibilities:

  • Provides day-to-day incident management related work for Voice Operations; resolves major IT support issues detected by monitoring systems and business within SLA

  • Collaborates with Engineering teams / Level 3, shared services teams via task tickets within stated OLA in delivering SLA to customers

  • Follows up on escalated issues with Engineering teams / Level 3 and extended teams where applicable

  • Collaborates with the Engineering team / Level 3 to reduce re-occurrence issues and preventive measurement to drive production environment stability

  • Acts as technical lead in Major Incidents Management during High & Critical Priority bridges

  • Identifies needed Knowledge Base articles and creates with approvals, documents the incidents into the global knowledge database tool for sharing and references

  • Participates in transition and technology training

  • Timely and accurately documents resolution activities

  • Ensures handoffs between shifts are handled correctly

  • Diagnoses root cause of issues; identifies and shortlists solution alternatives

  • Performs proactive maintenance to meet required service level agreement

  • Works closely with IT partners for timely fix or enhancements and manage product quality with proper tracking

  • Supports project deployments on weekends, or when required

Qualifications:

Required:

  • Bachelor’s degree in IT, Computer Science or related field with 2+ years of relevant experience; or equivalent relevant experience

  • VoIP skills specifically with Avaya and Cisco

  • Working knowledge of the Avaya Aura Contact Center in a SIP environment, including Session Manager, System Manager, and media servers

  • Root cause analysis and problem solving skills

  • Ability to effectively troubleshoot telephony issues / errors

  • Excellent customer service skills

  • Understanding of how technology decisions relate to business needs

  • Experience working with ticketing systems (e.g. Service Now)

  • Strong team player with ability to work independently with minimal supervision

  • Ability to collaborate with a diverse set of business customers and drive consensus when conflicting requirements are identified

  • Must be self-motivated, and able to work in a fast paced dynamic environment

  • Able to work on a shift rotation and rotational on-call including weekends

  • Must be legally authorized to work in the US with no restrictions; visa sponsorship not offered with this position

Preferred/Nice to Have:

  • Avaya ACIS / ACSS or ACSE certification or working towards completion

  • Cisco Certifications in Voice Specialization such as CCNA Collaboration

  • Other relevant technical certifications (i.e. CCNA, Networking, etc.)

  • Working knowledge of the in Oracle SBC (Session Border Controllers) is desired

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .