We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003.
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.
Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G’s ambition to be the best loved and most successful savings and investments company in the world.
Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
Monitor and troubleshoot voice application deployment issues, ensuring minimal disruption to end users.
Collaborate with security, infrastructure, and operational teams to align EUC strategies with organisational goals.
Maintain compliance with corporate policies and industry standards for voice application and infrastructure management.
Provide technical guidance and documentation for EUC processes and solutions.
Participate in EUC-related projects, including CX/UX requests, device refreshes, and platform migrations.
Being a SME or go to person for multiple voice products and projects. Validate and challenge the technical changes by maintaining the high standard for the delivery. Embrace new technology changes.
Should be able to Manage third party Engineers and lead at all levels.
Should be able to clearly articulate business values to the senior stakeholders and should be able to challenge them.
Understand the risk and controls around the voice applications.
Be able to appreciate truly Agile ways of working/development using tools like Jira/Confluence
Collaborate with peers across various levels for experiential learnings.
Focus on Scalability, resilience, security, quality and continuous rigour to reduce technical debt
Can act as a project manager from ideation process, influencing decisions to delivery and proactively look for opportunities and tools to improve the process.
Should be able to manage team of technical engineers and lead at all levels.
Should be able to clearly articulate business values to the senior stakeholders and should be able to challenge them.
Understand the risk and controls around the platforms.
Be able to appreciate truly Agile ways of working/development using tools like Jira/Confluence.
Collaborate with peers across various levels for experiential learnings.
Focus on scalability, resilience, security, quality and continuous rigour to reduce technical debt.
Knowledge & Skills (Key):
- Assist architects to analyse business requirements to develop technical telephony solutions and their framework. Knowledge and experience of creating the different solution documents (BSD,LLD,HLD) with focus on the related audience.
- Fully Understand how to inspect customer data, MI and voice topologies within an enterprise voice platform and have the skills to use the output to help with modelling, analysis, and planning.
- Liaise with various vendors and suppliers to provide voice support
- Understands and have experience with enterprise class telephony / unified communications capabilities, including strong knowledge of Contact Centre MI (CMS, AAEP,CDR, ECHI) with the skills to produce meaningful outputs, Skill and attribute based routing with deep understanding of configuring, deploying and reporting, IVR design using VDN and Vector programming, Nuance SR, Visio for flow designs, Dynamic Self-Serve. IPC trading systems with good understanding of hard and soft turrets, private wires, IPC Unigy platform. Verint Work Force Optimisation(v15.2) with strong knowledge of supporting and configuring, WFW,QM.Customer Feedback, Interactions compliance stereo call recording, Forecasting and scheduling, reporting and Speech analytics. Omni Channel solutions, with knowledge and skills supporting end users using SIP based voice (softphones and hardphones), Chat and SMS solutions.
- Strong customer management and communication skills, both written and verbal are also essential, including detailed process and documentation experience
- Strong negotiation and problem-solving skills are also required. The Voice SME must work with the relevant teams to make decisions in a timely manner to keep projects on track.
KNOWLEDGE AND SKILLS (DESIRABLE):
- Experience with networking and Infrastructure technologies e.g. DNS, FQDN, IP, Firewalls.
- Experience with using troubleshooting tools e.g. tracert, Solarwinds
- Strong Avaya ACD, IVR, PBX, SBC, CMS, ACM expertise preferable, where you have configured and supported enterprise users who consume these services.
- Complex IVR design (Speech, AI, API’s, attribute routing, Self-serve, Omni Channel)
- Understanding of Firewalls and protocols (SRTP, WebRTC, SIP, TLS, H323,H248) and has the skills to join conversations with networking teams to help understanding or troubleshoot the voice infrastructure.
- Verint WFE (v15.2) platform
- IPC Trading platform and IPC Unigy Cloud
Experience:
- Minimum 10-12 years of relevant experience as a Voice Lead within a enterprise class contact centre environment
- Experience of working with global infrastructure and support teams
- Experience supporting and troubleshooting within End User Computing
- Experience working in fast paced agile environments and cross functional teams
- Experience with Unified communications
- Experience working with and troubleshooting SIP protocol
Educational Qualification:
- Preferably should have Technical/Science Graduation degree
- Relevant professional IT qualifications from companies like Avaya, Verint, Cisco and Citrix such as ACE, ICND, VCP, CCNA.
We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
