We are looking for a Telecom Engineer II with minimum 6 to 8 years of experience. The role involves working within Operations team providing support to our existing telecoms and video systems and introducing the latest cisco unified communications platform.
About the Team Enterprise infrastructure services comprises of three groups, Helpdesk responsible for client side operations (Laptops, Desktops, Voice & Video), Operations team for services and Datacenter operations & Engineering team for project planning, evaluation and implementation of new technologies as per business requirements. Responsibilities
Expert troubleshooting of Unified Contact Center Enterprise, ICM Call Center systems, IP IVR, CVP, CUIC and supporting infrastructure.
Create, Implement, and Support ICM and CVP / IP IVR call routing scripts
Good understanding of Vxml scripts, ICM scripting, Cisco UCCE infrastructure (ICM, CVP, Finesse, CUIC) . Ability to create or modify or enhance the call flows is needed.
Experience in managing Cisco CC solution with Salesforce cloud platform, custom built applications
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
Good troubleshooting experience on Cisco IPT and media gateways.
Should Troubleshoot, maintain, upgrade, and provide solutions to complex hardware / software problems.
Should have experience performing call center troubleshooting
Extract and examine log files using appropriate utility
Should have experience in ITIL process like Incident Management, Change Management
Create the Standard Operating Procedure and update the knowledge database documentation whenever required
Ability to work / Assist / co-ordinate with different product support teams.
Clear understating of Cisco’s outbound solution and ability to trouble shoot & make changes.
Provide 24 x 5 x 365 support on a rotating on-call schedule.
Skills Product / Solution knowledge required for the role :
Cisco ACD architecture
Cisco Unified Communications Manager
Cisco Unified Contact Center Enterprise
Cisco Voice Portal
Cisco Unified Intelligence Center (CUIC)
Cisco voice Gateways
Cisco Outbound solution
Cisco Finesse & CRM (SFDC) Adapters (SFDC is preferred)
Bachelor’s Degree in a related field
Minimum of 6 to 8 years of experience in ACD & UC technology
Systematic approach towards executing the tasks and should be process oriented. Time management to handle multiple projects and Good communication skills are mandatory.
Good team Player, Assertive communicator, should lead by example, understand organization priorities and goals, motivated, dedicated, should take calculated risks.