Job Description

Responsibilities

• Manage post implementation support issues i.e fault call tickets
• Conduct post implementation review as part of quality process
• Participate in regular operations review meetings, including operational issues, tickets review etc.
• Conduct internal training as part of knowledge sharing
• Prepare network/voice analysis reports, including findings with analysis
• Provide Level 2/3 operations support for network and voice infrastructure
• Perform changes to the Network/Voice in-line with the organization\xe2\x80\x99s Change Management processes
• Ensure compliance with policies, processes and standards, both internal and clients\xe2\x80\x99 organization
• Bi-monthly after-hours standby support (24x7) for a week
  

• At least 4 years relevant experience in IT/networking industry providing Cisco IP Telephony version 11 & above, Contact Center, Voice logging solutions
• Experience from System integrator environment
• Strong knowledge of Cisco Voice and Cisco Contact Center Enterprise and Express
• Strong Knowledge of IVR, Contact Center, network routing & switching technologies
• Can work extended hours and on duty
• Willing to work hard and eager to learn about new technologies
• Polite and able to communicate well to clients
• Analytical and possess good troubleshooting skills

• Strong coding skills in SQL, .NET, Java and Java-scripting
• Hands on experience in the following products:
• Cisco CUCM, CUC, Finesse, CUCS, UCCX/ UCCE
• Cisco gateway
• Cisco UCS/ Hyperflex
• Cisco Enterprise Chat and Email
• Customized and Out-of-box CCVB, CVP, IVR developing
• Customized CUIC reporting
• Verint Recording, QM, WFM, WFO
• Verint Voice Biometrics and Logger, Voice Analytics
• Avaya Call Management System (CMS), Avaya Experience Portal (IVR/AEP), Communication Manager
• Avaya IP Telephony systems, PBX, MM
• Genesys PureEngage/ Pure Cloud