UCCE Engineer - VOIP Protocols (3-7 yrs) Bangalore/Chennai/Pune (DevOps)
ACZ Global Pvt Ltd
Bangalore
16h ago
source : hirist.com

L2 UCCE Engineer

  • Supporting Experience on Cisco UCCE / UCCX / PCCE 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.
  • 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 Nice 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 ready to work in 24 / 7 business support environment.
  • Should be having 4-7 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.
  • Initiates network improvement recommendations based upon experiences in CC field
  • Performs Root Cause Analysis & Track and update key performance metrics.
  • 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.
  • 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.
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