Technical Specialist

0-2 years
a month ago 4 Applied
Job Description

Job Description (Posting).

L2 Network Voice:
Good technical knowledge and troubleshooting, configuration, and administration skills to manage the Production environment on Voice IPT Infrastructure. Good exposure to Cisco IPT.
Good implementation/troubleshooting experience on Cisco IPT. Have a clear understanding of VOIP protocols like SIP, SCCP, H.323 and MGCP
Ability to analyze and troubleshoot call flows. Analyze, design, implement and provide support of unified communication, voice, and network solutions, including multi-service network infrastructure
Experience on SBC and integration with MS Teams and UCCX
Third-party applications i.e Polycom, Alcatel, Mitel, Avaya and CUAC
Responsibilities :
Responsible for handling end-user queries and issues related to voice and telephony setup
Configuring, maintaining & managing various telephony related equipment
Diagnose enterprise voice incidents that are caused by system hardware, software, Gateways, or other devices deployed as part of the overall system
Serve as a resource for incidents and work orders for voice and related services
Provide specialized hardware / software / network problem diagnosis / resolution for customer s Voice/Video infrastructure
Coordinate H/W Maintenance activity with 3rd Party (Polycom,Avaya,Alcatel and Mitel) for hardware installation, troubleshooting and fixing hardware issues
Troubleshoot CUCM, Attendant console and all UC related problems
Hands on experience in troubleshooting of Cisco Emergency Services
Sound knowledge on Jabber & Presence.
Experience on Call Routing, Recording, Scripting.
Troubleshooting in Voice Mail Server and failover.
Managing Clients IP Telephony network globally
Responsible for Day2day Operations
Ability to work in shifts to provide 24 7 365 support
Ensure quality, accuracy and timely resolution of the problems
Participating in client meetings and building Governance Model to improve the process
Responsible for providing RCA for problem management tickets
Configuring and troubleshooting of Voice Gateways, and call signalling protocols on Voice
Gateways H.323, SIP & MGCP including POTS and VOIP Dial Peers
Hands-on experience on RTMT tool, DNA, CDR CUBE & Voice Gateways
Troubleshooting of voice interfaces: FXS, FXO, and ISDN, T1/E1 PRI
Identifying the reason for the outage and coordinating with ITSP/Carrier/Client/Vendor for an immediate restoration
Managing and troubleshooting call routing issues such as Numbering Plans, Calling
Privileges, etc. Coordinating with Cisco TAC to resolve complex issues with respect to Unified Communication and Collaboration
Creating and Handling Daily and monthly Operations Reports
Moving, Adding, Configuring and Deleting Cisco IP phones, softphones & Jabber
Configurations, Managing, and Troubleshooting of special features like hunt groups,
Extension mobility, call pickup groups etc.
Conducting Training and Knowledge transfer for the junior Engineers
Handling Escalations
Desired Candidate Profile:
Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection (CUC)
Cisco Unified Presence server (CUPS)
Cisco Jabber (IM&P)
Cisco Unified Contact Center Express (UCCX)
Cisco Unified Intelligence Center (CUIC)
Cisco Finesse / Agents
Cisco Attendant Console (CUAC)
Voice gateways (SIP, MGCP and H323)
Cisco Unified Border Element (CUBE)
Cisco Emergency Responder
Microsoft Teams

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coac



Skill (Primary)

DWP-UCC-Network Voice




Cisco Unified Communications Manager
hunt groups
Cisco Finesse / Agents
Cisco Attendant Console
Voice Mail Server
Cisco Unified Border Element
Cisco Unified Contact Center Express
call pickup groups
Cisco Unified Presence server
Cisco Emergency Responder
Calling Privileges
MS Teams
Cisco TAC
Numbering Plans
Cisco Unified Intelligence Center

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