L2 UCCE Engineer-(support)

ACT, Cisco UCCX, CVP, Call-recording, Change management, Cisco, Cisco ICM, Cisco UCCE, Cisco UCM, Cisco Unity, Cisco Voice, Communication skills, Documentation, H.323, IPCC, IPT, ISDN, ITIL, Infrastructure, Integration, Knowledge base, MGCP, Metrics, NICE, Network management, Networking, Performance management, Problem solving, Process improvement, Root cause analysis, Routing, SIP, Scripting, Service delivery, Switches, Systems design, Telecommunications, Troubleshooting, Upgrades, VoIP
Full Time
$70,000 - $80,000

Job Description

Job Description:

Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.

Cisco ICM/CCMP/CVP/CUIC & troubleshooting.

Scripting for call flow change or Holiday request.

Have clear understanding on VOIP protocols like SIP, H.323 and MGoogle Cloud Platform. Should be aware of ITIL process.

Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco IPCC Express, Cisco Voice Gateway, Cisco IPT and Nice Logger.

Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices.

Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools

Have clear understanding on Telecom infrastructure protocols like ISDN and analogy signalling.

Should be ready to work in 24/7 business support environment

Should be having 4-7 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

Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.

Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.

Initiates network improvement recommendations based upon experiences in CC field

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

Handles escalations & Participate in routine operational meetings & Knowledge on Contracts and SLAs

Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.Key Skills:Cisco UCCX

Dice Id : 10188274
Position Id : 6930674
Originally Posted : 4 weeks ago
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