About us: RRD, with more than three decades of expertise in business communications, marketing solutions, and digital productivity, successfully helps companies reimagine customer experiences. Our three pillars of Global Brand Solutions, Smart Work Solutions, and Technology & Innovation Services transform the way businesses work for customers, building strong brand loyalty.
The company has remained at the forefront of progressive change, built on a strong heritage of continuous innovation, and a commitment to creating lifetime value for clients. RRD's proprietary technologies, advanced data analytics, and deep expertise power organizational decision-making from strategy through execution. Through its four pillars — Business Support, Creative and Marketing, Workplace and Office Services, and Backoffice Transformation — RRD's global delivery model seamlessly helps clients manage and transform processes through resilient, scalable 24/7 operations. With operations in 30 countries, including 175+ client locations, 15000 global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.
RRD currently seeking Voice Engineer for the Technology Services team to join in Chennai
Job Description
- Responsible for providing senior-level voice solution leadership to ensure the overall stability, integrity, and efficiency of assigned system(s) infrastructure including engineering, implementation and integration, and technical service and support.
- Apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve highly advanced complex issues in support of business processing requirements.
- Must have large enterprise, client-facing experience with Excellent Troubleshooting skills &implementation
Key Responsibilities
- Incident Resolution & Troubleshooting: Act as a final escalation point to diagnose and resolve critical, persistent voice infrastructure issues (SIP, media issues).
- System Administration & Maintenance: Perform, maintain, and upgrade Avaya Aura Communication Manager, Session Manager, System Manager, and Media Gateways (G450/G650).
- Contact Center Management: Configure Avaya Call Center components, including ACD, Skill Groups, VDNs, Call Routing Vectors, and Announcements.
- Documentation & SOPs: Develop and maintain technical SOPs, standard operating procedures, and run-books for support teams.
- Customer Interaction: Participate in customer meetings to analyze root causes, report on performance, and drive customer satisfaction.
- Project Leadership: Supervise installation, moves, adds, and changes (MACD), along with leading voice transformations and implementations
- Co-ordinate with service providers and OEMs for operational requirements.
- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure.
- Able to effectively prioritize tasks in a high-pressure environment.
- Working and updating Ticketing tools along with monitoring the Infra with Network Monitoring tools and Log Analyzing tools.
- Experience working in a collaborative environment.
- Timely resolution of issues and RCA submissions.
- Mentor team members on technical issues.
- Strong interpersonal, written, and oral communication skills.
- Project management and ability to present ideas in user-friendly language.
Technical Skill Requirements
- Avaya Portfolio: Deep expertise in Avaya Aura Architecture (CM, SM, SMGR, AES, AEP).
- Protocols & Networking: In-depth knowledge of VoIP protocols (SIP, H.323, RTP, SRTP), QoS, VLANs, and TCP/IP.
- Tools: Experience with Avaya Site Administration, traceSM, SAT commands, Wireshark, and Linux-based systems.
- Third-Party Integration: Familiarity with SBCs (Oracle/AudioCodes), voice recording solutions (NICE/Verint), and CRM integrations.
Preferred Qualifications
- Experience: 6 –10+ years in voice engineering, specifically with Cisco/Avaya solutions.
- Certifications: Avaya Certified Support Specialist (ACSS), Avaya Certified Engineer (ACE), or ITIL Foundation.
- Essential Qualifications: Graduate / Post Graduate degree equivalent in electronics/computer science
- Environment: Experience with 24/7 global support models.
Shift Duration: 9 Hours
Work Location: Work from Office
