CISCO Voice L1 - Bangalore

11/08/2015 12:25

 

Key Responsibilities

Perform day to day monitoring & management of Customer Voice devices of assigned customers using Tools

Perform Incident Management

Handling Technical Escalations received from Customer Incident management

Understand and follow SOP’s ensuring compliance to  Service Level Agreements (SLA)

Take initiatives in learning  new  Voice Technology & Tools

Training & self learning, utilization of LAB facility for self learning, training & simulations

Work towards all parties as part of engagement to resolve the tickets

Work towards self learning, contributions in documentations/knowledge database

Effective Ticket handling to adhere the Agreed SLA

Co-ordination with customer and providing timely reports whenever required.

Effective coordination & communication with end user to have high CSAT 

Mandatory Technical & Functional Skills

Good Hands on experience of implementing Cisco Voice Technology solutions – Telephony & Contact Center Technologies and good experience in administration & maintenance of Cisco Voice solution, application & services

Hands on experience (installation, maintenance & administration) on Cisco Voice Products like :

Cisco Call Manager

Unity Voice Mail 

Cisco IP Enterprise Contact Centers (UCCX,UCCE) with ICM , PG (Preferred)

Cisco Voice Gateways & IVR ( H.323,MGCP,SIP) (preferred)

Familarity with reading Solution Designs in HLD/LLD

Awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/Clarify etc ) .

Some knowledge of Voice Telephony(Legacy & IPT) of Cisco , Voice Mails, Contact Center (Preferred), Unified Communication, Networking, Linux / Windows OS.

Good in logical, analytical skills

Experience on Voice Telephony device Management & Administration

Ability to stretch in crisis 

Ability to work 24x7 

education, qualifications, and certifications

Engineer/Diploma in Electronics/ Telecom

CCNA Voice certified – Mandatory, CCNP Voice Certified - Preferred

Certified ITILv3 Foundation – Preferred

Language proficiency must on following languages

English – Proficient

French language – Preferred with DALF C1 Certification in French  Language (Preferred, but not mandatory)

experience

1.5-3 years related work experience in customer facing organizations within the telecom or IT industry.

Good level of practiced technical knowledge.

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