Job description:

Working experience with Cisco Voice Devices Cisco Unified Call Manager, Cisco Unity, Cisco Contact Center Express, Cisco Voice Gateway, CER and Overhead paging in complex networks

Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices.

Have clear understanding on signaling protocols ISDN, SIP, H.323 & MGCP.

Configure, install, schedule/validate maintenance, and troubleshoot Phone and Fax including Voicemails, and Auto Attendants

Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for resolution.

Rack and Stack UCS serves and Cisco devices.

Integrating Voice services with other technologies

Hands on experience in UCCX scripts.

Work closely with project management to ensure timelines are met with a high level of client satisfaction.

Communicate deviances from plan/scope to ensure projects stay on track and follow change process and implement accordingly.

Ability to prepare and review as-built documentation, operating instructions, worksheet and procedures.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.