DesignationTechnical SpecialistNo. of Positions1Experience2.5-5 YearsSkill (Primary)DWP-UCC-Network VoiceQualificationB-TechJob Description (Posting).Experience of other brand of routers/Switches Cisco / SD-WAN Solution Perform Sizing and Capacity management of Cisco UCCE elements: ICM, CVP, CUCM Define Reporting, Monitoring and Alarming requirements according to Cisco best practices. Strong Experience with Cisco routing & switching, Cisco voice Devices, Cisco Unified Call Manager, CUBE, Cisco Unity, Cisco IM&P, Voice Gateway and Cisco UCCE. Expert level understanding of UCCE Components, solutions, Call flow and Integrations. Excellent understanding in VOIP protocols like SIP, H.323 and MGCP. Cisco Telepresence Video Communication Server Analyzing the Patches released for UCCE related components. Provide Recommendations to improve Contact Center platform stability. Analyzing and Assisting with planning and implementation of CUCM & UCCE upgrades, patches and enhancements. Experience in Cisco Jabber. Experience in Nice Call reocrding. Good if have experience in MS Teams Enterprise voice. Experience in monitoring and mentoring of L1/L2 teams and handling L3 level escalations for Cisco Call Manager and UCCE. Performs advanced troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination. Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA . Initiates network improvement recommendations based upon experiences in Contact Center Provide Level-3 support to Operations and Delivery to drive incident resolution. Proactively manage platform and component life-cycle to ensure stability and interoperability (at points of integration) Should be ready to work in 24/7 business support environment Should have 8 - 10 years of experience on Cisco Voice platform. Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution. Performs Root Cause Analysis & Track and update key performance metrics Act as a point of contact for all service delivery issues/ pending work/ escalations Provide team support and process improvements through individual contributions Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements. Perform change management in accordance with change management procedures Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills. Should be aware of ITIL process. Any Cisco Voice related certification is added advantage. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
