Cisco Ucce Engineer

Skill sets –
Cisco UCCE, ICM, Voice Gateway, CUCM
ICM:
Agent ID, Skill group and Call type and Dialed number configuration Mapping of DN, Call type and Script association
ICM DB backup

VOICE GATEWAY:
Configuration of PRI
Configuration of  dial – peer

CUCM:
Configuration of Gateway, Trunk
CUCM DB Back-up.
Partition and calling search spaces,
Phone Features configuration and Administration, CUCM Features configuring and Administration

Job Roles and Responsibilities:

Monitoring of CUCM platform
Configuration of IP phones
Update MOH, Location, Region, Device Pool as part of day to day changes
Update CSS and Partition, Route Pattern, Route List, Route Group
Collect logs via RTMT
Monitoring of PRI and work with service providers for issues like call drop, Voice quality
ICM Scripting : changes in operation hours and script changes
ICM Process monitoring
Configuration and troubleshooting on Call Manager
Open TAC cases and coordinate with TAC engineer in case of major issues.
Configuration and troubleshooting on ICM components (Router, PG, etc)
Experiencing in ticketing system, and customized systems for ticketing.
Coordinate with multiple teams and outside for resolving the issues.
Work with the clients for resolving the issues and scheduling the changes.
Work as resident engineer for the dedicated site.
Troubleshoot daily issues
Need to take full responsibility of the site and should manage issues independently.
Co-ordinate with multiple Internal teams and work with Vendors
Responsible to timely elevation of the technical problems
Should be able to help user acceptance testing.
Should be able to interact efficiently with local and remote teams with ease
Responsible to timely updates to stake holders (internal as well as external)