Job Details
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Job Description
Main Duties:
- The position is responsible for day-to-day operational activity which include monitor, installation, and configuration and troubleshooting of contact center enterprise solutions & IPT solutions
- The position adheres to ITIL standards following Incident, change and problem management, policies and procedures and knowledge on information security best practices
- Analyze and resolve Voice hardware and software problems in a timely and accurate fashion.
- Should have good understanding of NOC Environment, ticket handling and have worked under pressure situation.
- Perform solution inventory/diagrams, review, update, and maintain documentation
- Implement, maintain and support voice solution either IPT or IPCC
- Interact with daily change requests
- Interact with daily incidents and resolve within agreed SLA
- Maintain technology documentation with up to date changes
- Enhance and facilitate operations of Voice infrastructure
- Cooperate with colleagues and team lead to stabilize operation environment
- Working locations will be at Contact Center field
Job Requirements
- Telecommunication Engineer Bachelor degree.
- 3 – 5 Years of experience.
- Technical and support knowledge at:
- Cisco Unified communication manager Call Manager
- Cisco Unified Contact Center Enterprise solutions ICM+CUCM+CVP
- Cisco Unified messaging and presence.
- Cisco Voice GW’s
- Cisco Core switches and edge switches Switching and Routing Network Skill
- Any Call Recording Systems
- Cisco Finesse Desktop and CTI Desktop
- Domain integrations with Call managers
- CTI and Finesse Integration
- CVP Scripting
- Very good knowledge at ICM scripting
- Work at customer supports fields
- CCNA Voice is mandatory. CCNP Voice recommended