Voice Specialist

Voice Specialist

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

As a Voice Specialist, you will be responsible for monitoring, maintaining, and optimizing global voice infrastructure to ensure seamless communication services across business operations. You will act as a key technical contributor, handling incident resolution, system performance monitoring, and supporting change and release processes within a structured ITIL environment.

In this role, you are expected to bring hands-on technical expertise, operate independently on day-to-day activities, and collaborate across global teams to deliver reliable and high-performing voice solutions.

Responsibilities & Scope

• Monitor and manage global voice infrastructure using enterprise monitoring tools to ensure high availability and performance.
• Independently handle incident management, diagnosing and resolving voice-related issues within SLAs.
• Manage and track tickets through ServiceNow (SNOW) and JIRA, ensuring accurate documentation and timely updates.
• Troubleshoot across multiple voice platforms and technologies, coordinating with internal and external teams when required.
• Execute and support change management and release management processes, ensuring minimal service disruption.
• Take ownership of issues end-to-end, including escalation and follow-up until resolution.
• Apply technical expertise across at least three voice platforms to support operations and enhancements.
• Identify recurring issues, perform root cause analysis, and recommend improvements to increase system reliability.
• Maintain up-to-date documentation for configurations, processes, and knowledge sharing.
• Act as a point of reference for junior team members, providing guidance when needed.
• Collaborate effectively in a global delivery environment, contributing to continuous service improvement initiatives.

Your Profile

• Communicate with clarity and impact – Deliver precise, confident, and customer-focused communication across global teams and stakeholders.
• Own and solve with accountability – Take end-to-end responsibility for issues, demonstrating strong problem-solving and decision-making capabilities.
• Leverage technical curiosity – Continuously deepen expertise across voice technologies, staying proactive in learning and adapting.
• Collaborate in a global mindset – Work seamlessly across geographies, fostering trust, inclusivity, and shared outcomes.
• Drive excellence through continuous improvement – Identify opportunities to optimize processes, enhance performance, and elevate service quality.

What you’ll love

• Join global employee networks that promote engagement, development, and belonging 2.
• Access continuous learning through internal academies, certifications, and mentorship.
• Well-being hub and different wellbeing initiatives 

Need to know

Career Development in Spanish & English: Training, certifications, and mentorship programs available in both languages to support bilingual growth. 

Community Engagement: Participate in local volunteering initiatives, tech meetups, and cultural events that connect you with the Capgemini community. 

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. 

At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.