IT Analyst L3 Support

Posted 3 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


  • SIP (VoIP)
  • Q.931 (ISDN)
  • 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

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