Posted 5 years ago
- 5+ year experience in IP Telephony and Contact Center Support environments.
- Cisco Unified Communications Manager (Call Manager)
- Cisco Unity Connection
- Cisco Unified Intelligent Contact Management Enterprise (ICM)
- Cisco Unified Customer Voice Portal (CVP)
- Operation Manager (OM)
- Provisioning Manager (PM)
- NICE Resource Optimization – Total View
- Verint – Ultra Call Recording tool
- VIM – Reporting and Real time Display (Exony)
- Script Editor
- Call Studio
- CUSP, CUBE, VXML gateways
Protocols
- SIP (VoIP)
- Q.931 (ISDN)
- TCP/UDP
- RTP
- Third and last level of support to diagnose and resolve incidents/problems with hardware and software.
- Support engineering/delivery teams with infrastructure changes/major updates, including quarterly maintenance windows or any changes to the infrastructure (Production).
- Coding experience in Power Shell, Python, REST api
- Define/Update Operations & Support Processes.
- Onboard any new request/infrastructure to support.
- Lead all tooling discussions and maintain tool platform.
- Owns Support Escalation Processes to external vendors of
- DRP Plan, Patching Process, etc…
- Identification and escalation of situations requiring urgent attention.
- Demonstration of sound reasoning and use of methodical processes in problem solving.
- Application of creativity/initiative in the generation of alternative solutions to incidents.
- Approachable and works productively and collaboratively with others.
- Highly organized and able to multi task in a fast paced, dynamic environment.
- Appropriately escalates issues and decisions to others when needed.
- Strong communication skills, both verbal and written are essential in order to interact with support groups (French and English).
- Strong team player and self-motivate.
- Ability to work on call rotation.
- Technical solution integrator profile
- Cisco CCVP or CCIE certification preferred