Job Description (Posting). L2 Network Voice: Good technical knowledge and troubleshooting, configuration, and administration skills to manage the Production environment on Voice IPT Infrastructure. Good exposure to Cisco IPT. Good implementation/troubleshooting experience on Cisco IPT. Have a clear understanding of VOIP protocols like SIP, SCCP, H.323 and MGCP Ability to analyze and troubleshoot call flows. Analyze, design, implement and provide support of unified communication, voice, and network solutions, including multi-service network infrastructure Experience on SBC and integration with MS Teams and UCCX Third-party applications i.e Polycom, Alcatel, Mitel, Avaya and CUAC Responsibilities : Responsible for handling end-user queries and issues related to voice and telephony setup Configuring, maintaining & managing various telephony related equipment Diagnose enterprise voice incidents that are caused by system hardware, software, Gateways, or other devices deployed as part of the overall system Serve as a resource for incidents and work orders for voice and related services Provide specialized hardware / software / network problem diagnosis / resolution for customer s Voice/Video infrastructure Coordinate H/W Maintenance activity with 3rd Party (Polycom,Avaya,Alcatel and Mitel) for hardware installation, troubleshooting and fixing hardware issues Troubleshoot CUCM, Attendant console and all UC related problems Hands on experience in troubleshooting of Cisco Emergency Services Sound knowledge on Jabber & Presence. Experience on Call Routing, Recording, Scripting. Troubleshooting in Voice Mail Server and failover. Managing Clients IP Telephony network globally Responsible for Day2day Operations Ability to work in shifts to provide 24 7 365 support Ensure quality, accuracy and timely resolution of the problems Participating in client meetings and building Governance Model to improve the process Responsible for providing RCA for problem management tickets Configuring and troubleshooting of Voice Gateways, and call signalling protocols on Voice Gateways H.323, SIP & MGCP including POTS and VOIP Dial Peers Hands-on experience on RTMT tool, DNA, CDR CUBE & Voice Gateways Troubleshooting of voice interfaces: FXS, FXO, and ISDN, T1/E1 PRI Identifying the reason for the outage and coordinating with ITSP/Carrier/Client/Vendor for an immediate restoration Managing and troubleshooting call routing issues such as Numbering Plans, Calling Privileges, etc. Coordinating with Cisco TAC to resolve complex issues with respect to Unified Communication and Collaboration Creating and Handling Daily and monthly Operations Reports Moving, Adding, Configuring and Deleting Cisco IP phones, softphones & Jabber Configurations, Managing, and Troubleshooting of special features like hunt groups, Extension mobility, call pickup groups etc. Conducting Training and Knowledge transfer for the junior Engineers Handling Escalations Desired Candidate Profile: Cisco Unified Communications Manager (CUCM) Cisco Unity Connection (CUC) Cisco Unified Presence server (CUPS) Cisco Jabber (IM&P) Cisco Unified Contact Center Express (UCCX) Cisco Unified Intelligence Center (CUIC) Cisco Finesse / Agents Cisco Attendant Console (CUAC) Voice gateways (SIP, MGCP and H323) Cisco Unified Border Element (CUBE) Cisco Emergency Responder Microsoft Teams (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, coac Qualification B-Tech Skill (Primary) DWP-UCC-Network Voice
