Voice Specialist

About the role

Infosys is seeking a Voice Specialist to join its Global Voice Operations team in Mexico City. The role involves supporting and managing a complex, worldwide voice infrastructure, ensuring high availability and performance for a range of telephony and collaboration platforms.

Key responsibilities

• Proactively monitor and manage global voice infrastructure, including Cisco Call Manager, Amazon Connect, Nice recording, Avaya and Zoom audio conferencing, Unity voicemail, Unigy IPC, BT Hoot and private line services.
• Use monitoring tools (Snarts, Apphero, ServiceNow, Jira) to detect, troubleshoot and resolve production incidents, adhering to SLA/SLT targets.
• Document and track issues, perform root‑cause analysis, and implement permanent solutions.
• Escalate complex problems to leads or product engineering teams and coordinate with network vendors and telecom service providers.
• Follow global change, incident and release management processes, maintaining accurate standard operating procedures.

Required profile

• 1‑3 years of hands‑on experience in voice/VoIP infrastructure support or engineering.
• Strong analytical and problem‑solving abilities with the capacity to handle multiple concurrent tasks.
• Effective verbal and written communication skills; willingness to work rotational night shifts when required.
• Team‑oriented mindset and experience collaborating in a global environment.

Required skills

• CCNP (Voice) certification.
• Experience with Cisco Call Manager and related Cisco VoIP technologies.
• Familiarity with Amazon Connect, Nice voice recording, Avaya and Zoom audio‑conferencing solutions.
• Knowledge of Unity voicemail, Unigy IPC, BT Hoot and private line platforms.
• Proficiency with monitoring and ticketing tools such as Snarts, Apphero, ServiceNow and Jira.