Cisco UCCE L3 Lead
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
We are hiring for the role of Cisco UCCE L3 Lead (Navi Mumbai) with one of our client.
Roles & Responsibilities -
- Supporting Experience on Cisco UCCE 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 MGCP. Should be aware of ITIL process.
- Provide advanced technical support and troubleshooting for Cisco Contact Center and Outbound Dialer systems.
- 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 Calabrio 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 having work experience on CUCM/UCCE/UCCH/CVP platforms
- Should have strong verbal & written communication skills
- Work & Coordinate with Third Party Providers or L2 teams 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 fiA1eld
- Performs Root Cause Analysis & Track and update key performance metrics Act as a point of contact for all service delivery issues/ pending work/ escalations
- Participate in performance tuning and optimization of Cisco Contact Center and Outbound Dialer solutions.
- 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.
- Risk assessment and risk management Give direction and guidance Coach and mentor team members
- Review assignments for accuracy and quality
- Delegate responsibilities Develop and execute company policies
Must Have skills -
- 5-9 years experience with Mobility related technology Strong knowledge in Mobility and IP routing and switching is required Knowledge of any one of the primary focus areas 3G/4G mobile packet core (LTE UMTS/CDMA) Applications such as Policy IMS & VoLTE OR Experience in design and deployment of Wireless technology for various business segments
- Industrial High density Enterprise WiFi.
Qualifications -
- Bachelors degree in computer science Information Technology or a related field.
- Extensive experience in supporting Cisco Contact Center and Outbound Dialer solutions.
- Strong knowledge of Cisco Unified Contact Center Enterprise (UCCE) and dialer technologies.
- Excellent problem-solving and analytical skills.
- Cisco certifications such as CCNP Collaboration or equivalent are a plus.
Skill A.1 - Cisco Unified Contact Center Enterprise (UCCE) and dialer technologies.
Skill A.2 - Cisco ICM/CCMP/CVP/CUIC & troubleshooting.
Skill A.3 - 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 Calabrio Logge
Cisco Unity Cisco IPCC Express Cisco Voice Gateway Cisco IPT and Calabrio Logge
Specific Domain Knowledge required - Cisco Unified Contact Center Enterprise (UCCE) and dialer technologies
