Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.
Basic Cisco ICM/CCMP/CVP/CUIC & troubleshooting.
MACD creation knowledge in Cisco UCCE & IPT platforms.
Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.
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 8-12 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.
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.
Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.
UCCE or PCCE
Email & Voice communication skills & teamwork. Power point presenation/preparation and should be good in excel related Analytics.