Liaising with the customer technical representatives. Provide recommendations to client on deployment of new features. Create and Manage requests on ITSM tool. Implement the changes as applicable, test the changes and handover to customer. Troubleshoot issues with Voice Network. Management and troubleshooting Cisco voice gateways and devices, including ISR's, VG224's, as well as Cisco IP phones. Operations support experience for Large IP Telephony L2 support environment consisting of preferably Cisco Call Manager, Hands on supporting Call Recording solutions like Nice, Verint. Managing day to day incidents and flexible to work in any shift. Professional & Technical Skills: Must Have Skills: Cisco Unified Communications Manager/Call Manager, Voice Gateways, Cisco Unity, Cisco CUBE Routers. Good To Have Skills: Contact Center Technology Operations. Data Network skills. Education: Bachelors Engineering degree or its equivalent in Computer Science, Information Technology. Must have a strong background in traditional IP Networking Configuration and troubleshooting skills on Call Manager (10.X, 11.x,12.5) Configuration and troubleshooting skills for Cisco IP Phones and Jabber endpoints (MACD) Strong knowledge in PRI, SIP, MPLS, FXO, FXS, Analog line, Cisco Voice Gateways, SIP/H.323/MGCP/SCCP Hands on Experience in Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco UCCX, Cisco Voice Gateway, Cisco IPT. Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices Understanding of call recording servers like Verint/Nice (desirable, not compulsory) Knowledge of dial plans on the Call Manager and PGW will be helpful Monitor and provide operational support (L1, L2) for Cisco Unified Communication systems Have clear understanding on Telecom infrastructure protocols like ISDN and analogy signaling Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution Experience with backup systems and Disaster Recovery methods for both CUCM and Unity Connection Servers Basic awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/SNOW/Clarify etc.) Voice / Network Inventory Management; Validating that all the existing and newly deployed devices are added to the respective Network Management Systems Additional Information: Should have 6+ years of experience leading medium to large IT telephony/communications projects. CCNA and CCNA-Voice Certifications. Demonstrated people and project leadership qualities. On occasion work flexible hours to accommodate after hours and weekend activities such as installation, testing, managing events. Good understanding of procedures, application and concepts within own subject area.
