Job description Provide Remote Technical Support UCCE/UCCH contact center platforms at global customer sites and also hosted in IDCs Remote troubleshooting, problem isolation and resolution . Required skill set Incident & change Management supporting Cisco UCCE/UCCH Contact Center Platforms Experience on Cisco Hosted Contact Centre for UCCE platform. Cisco ICM/CCMP/CVP/CUIC & troubleshooting. Scripting for call flow change or Holiday request. Cisco Call Manager at some instances Cisco IPCC & UC Skills CUCX, CVP, CUCM, Cisco IM & presence Working knowledge of eGAin/Novelvox preferred Working knowledge of Cube/VXML preferred Should be ready to work in 24/7 business support environment Should be having 4 5 years of experience on Cisco Voice platform. Should be having work experience on CUCM/UCCE/UCCH/CVP platforms Should have strong verbal & written communication skills CCNP Voice certification is added advantage. Sound understanding of end to end VOIP Telephony Architecture AND develop LAN /WAN architecture AND PREPARE the contract performance analysis. Take ownership FOR delivery OF projects AND change requests. Independently handle delivery related queries. Provide solutions FOR complex network issues. Perform troubleshooting OF complex network issue. Act AS an escalation point. Ensure high availability OF network BY analyzing capacity AND utilization OF network. Participate IN complex network designs. Review AND consult network AND design architecture. Analyse optimization FOR complex / large networks. Advise ON Capacity Management, implementation support AND provide consultation AS per industry standards. Analyze audit reports AND suggest corrective actions. Plan FOR implementation OF corrective actions. Proactive involvement TO keep quality parameters (SLA/KPIs) under target. Ensure standard processes are adhered to. Maintain project reports AND critical documents. UPDATE configurations AND tickets regularly AS they are handled. Provide technical guidance TO team. Conduct internal project related trainings. Contribution TO Knowledge Management FROM past experience, present learning AND sharing thoughts WITH team /wider audience.
