ASSOCIATE CONSULTANT
HCLTech
- Noida, Uttar Pradesh
- Permanent
- Full-time
Hands-on experience on CUCM & Unity Connection version 11.5.x & higher
Hands-on experience on CUC system call handler configuration and troubleshooting.
Have clear understanding on VOIP protocols like SIP, H.323 and MGCP
Experience on Cisco Prime Collaboration Deployment Tool (PCD)
Feature configuration experience like Jabber, SNR, Presence, hunt groups, Hunt pilot, Voice mail boxes, TAPI.
Understanding of CUCM, gateways & Unity connection prevent & maintenance & backup/restore producer.
Have clear understanding of Telecom infrastructure protocols like ISDN and analog signaling.
Excellent troubleshooting skills. Must be able to quickly identify and resolve voice / network related issues in the smallest possible time.
Must be able to participate and represent the team in Change and Incident management meetings.
Excellent communication and presentation skills.
Coaching analysts for correct routing of tickets, capturing critical information
Open for 24x7 availability
Excellent leadership skills.
Should have good knowledge of ITIL Processes awareness and adhering to policy.
Possess outstanding interpersonal and teamwork skills.
Should have experience on Gateways.
Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
Report on Telephony Problems within established time frames.KEY TECHNOLOGIES:CUCM 11.5 and later
Cisco Unity Connection 11.5 and later
Cisco Unity Express
SIP, MGCP, CUBE & H323 gateways.
Cisco PCD Prime Collaboration Deployment Tool (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.