RESPONSIBILITIES
- Manage post implementation support issues (fault call tickets)
- Participate in regular operations review meetings, including operational issues, tickets review etc.
- Conduct internal training as part of knowledge sharing.
- Provide Level 1/2 operations support for Voice and network infrastructure.
- Perform changes to the network in-line with the organization’s Change Management processes.
- Ensure compliance to policies, processes, and standards, both internal and clients’ organization
REQUIREMENTS
- In-depth knowledge of Cisco Voice and Cisco Telepresence technologies and H323, SIP, MGCP, Q931 signalling protocols.
- Strong Knowledge of voice recording (NICE/ Verint), Contact Center, network routing &switching technologies, and protocols.
- Willing to work in extended hours and on duty.
- Analytical and possess good troubleshooting skills.
- Willing to work hard and eager to learn about new technologies.
- Polite and able to communicate well to the clients, client oriented.
- Hands on experience in the following products will be highly advantageous:
- Cisco routing/switching products (mandatory)
- Cisco CUCM, CUC, CUCS, UCCX (mandatory)
- Cisco Contact Center Enterprise
- Genesys Contact Center
- Cisco Remote Expert
- Cisco gateway and gatekeeper
- Cisco Unified Border Element
- Cisco Telepresence
- Cisco UCS
- Cisco PCCE
