163, Afghan Ln, Delhi Gate, Nai Basti, Chatta Mohalla, Ghaziabad, India
Nov 16, 2020
Job Posting Date:
Jul 16, 2020
4+ years of engineering and operating Cisco UCCE contact center systems in a role supporting infrastructure components & services running on Central Controllers, Peripheral Gateways, Voice/VXML gateways, Cisco Voice Portal, etc.
2+ years of UCCE configuration and scripting experience
2+ years of contact center reporting design and development and / or sequel programming development
Software development experience in SQL, python or ASP.net, skills that support Computer Telephony Integration API’s, Customer Relationship Management integrations and/or Cisco Voice Portal IVR development and Web Services for Cisco Voice Portal support
Knowledge of contact center integrations between Cisco UCCE and ancillary equipment including: call recording and workforce management systems
Experience with Cisco UCM platform and support of VOIP infrastructure
Experience with SIP based telecommunication networks
Strong business relationship skills
Experience with SDLC delivery and operational models including waterfall & agile.
Cisco CVP Studio development experience
Cisco Dialer campaign management
Experience with building and managing external database integrations for customer / data lookups within UCCE
Database management of standalone resources used by UCCE
Cisco DBWorker External integrations
Provide L2 level support for customer issues within the team and managing L1 team to meet customer requirement.
Follow escalation matrix for problem resolution as per define SLA.
Documenting and managing daily reports to optimize the team performance.
Troubleshooting of login issue of agent on finesse, finesse deployment on various features (Phone book, Desktop Layout, Workflow, Reason Code).
Configuring Region, location, CSS, Route Groups, Route List, Route Pattern, MGCP gateway, SRST, Conference Bridge, MRG, MRGL and Device pool.
Configuration, Management and Troubleshooting of call handlers on Cisco Unity Connection.
Experience in call flow design and development in Cisco UCCE environment.
CVP app deployment and uploading prompt, collecting logs.
Have experience in implementing and troubleshooting on jabber.
Implementing Oracle SBC and trouble shooting
Have experience on shut down activity for various UC product such as CUCM, CUC, UCCX, CVP, ICM, Finesse and CUIC
Have good knowledge in Extension mobility configuration and troubleshooting.
Attending daily status report and incident management calls.
Enabling call recording and monitoring in Orecx call recorder
Usage of troubleshooting tools like RTMT and DNA
Work with Cisco TAC on problem tickets and coordinate with customer for emergency maintenance windows.
Troubleshooting of call signaling protocols on Voice Gateways such as SIP, H.323 and MGCP using debug command and RTMT trace.
Upgradation of UC product.
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