Description

In this role, you will:

  • Perform Advanced administration and support of Cisco VoIP applications, gateways and endpoints, Cisco Unified Contact Center, Microsoft Teams, Cisco TelePresence applications and endpoints, voice recording applications, server management, TDM & SIP telecom carrier services
  • Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.
  • Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability.
  • Diagnose and resolve issues related but not limited to Cisco Jabber, Microsoft Teams, Cisco Phones, Voicemails , Voice Gateways , FAX  , Cisco Unified Call Manager ,   Cisco Unity Connection , calling feature issues (conference, call back, hold, transfer, call forwarding), One-Way audio( audio or call quality issues) , Phones not working , Turrets not registered or incorrectly registered , speaker bus gateway, SONUS health checks , SONUS PSX for routing the calls etc.
  • Work with vendors and other technical personnel for problem resolution
  • Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
  • Research performance trends and recommend process improvements
  • Take lead on high priority issues and represent VMS on Major Incident issues and drive them towards resolution.
  • Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability.
  • Maintain all assigned tickets with up to date information in our ticketing system


Required Qualifications, International:

  • Minimum of 10 years of proven experience in troubleshooting & managing collaboration infrastructure of a Large Enterprise
  • Cisco Collaboration OR Microsoft TEAMS Certification is Must
  • Good Experience on supporting Cisco systems IPT as well as Contact Center ( UCCX ) setup.
  • Good knowledge in Cisco Unified Communication Manager ( CUCM ), Microsoft Teams, Turrets, Cisco Unity Connection (CUC), Cisco Unified Contact Center Express ( UCCX ), Cisco Voice Gateways and CUBE along with very good troubleshooting skills on the mentioned systems.
  • Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods.
  • Experience of QOS policies across the Enterprise for Voice and Video.
  • Knowledge of SIP, SCCP, MGCP, H323, RAS, RTP, Dial Peers and Digit Manipulation.
  • Solid understanding of traditional telephony, PRIs, BRIs, FXO/FXS, circuit-switching, POTS, PSTN, MTSO
  • Extensive hands-on experience with dial plans, IVRs, SIP, IAX, RTP, SRTP including TLS, DIDs, codecs and other protocols
  • Strong understanding of NAT traversal for VOIP
  • Working knowledge of Secure Real-Time Transport Protocol ( STP ) including associated G.711 and G.729 codecs and Digital Tone Multi Frequency (DTMF)
  • Basic understanding of cloud technology platforms that are used for newer voice solutions
  • Any scripting / programing knowledge or experience would be an added advantage
  • Knowledge of firewalling to protect voice services and vulnerability remediation
  • Recognize the importance of customer focus and/or of serving the needs of the end user


 

Key Skills
Education

Any Graduate

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