Voice Network Engineer

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity. Why Us We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark We offer freedom and flexibility on the job, empowering our employees to make decisions We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities We offer the opportunity to work with colleagues across the globe We offer comprehensive benefits for all employees We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect Voice Network Engineer Call Recording with experience in Contact Center Environment. Taking care of Availability and monitoring / troubleshooting of all Nice Call Recording servers and troubleshooting/ working with end users and ability to join and troubleshoot /coordinate for Major Incident calls along with the Client. Working on Incidents, Requests, and Client specified Tasks as per SLOs. Maintain Compliance and SLA timelines with all the tasks. Experience in Nice Call Recording / Contact Center Environment / Network Voice. Key Skills/Knowledge : To provide support for on call escalations and doing root cause analysis of given issue To independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases What we offer 12 vacation days Meal Support Saving Fund Multinational colleagues & projects Health & Life insurance for you and your family 30 days Christmas bonus

Location: Guadalajara, MX

Posted Date: 4/30/2025