Job Description

Role : Cisco UC Voice - III Experience : 8+ years Location : Hyderabad / Remote

Strong experience supporting and troubleshooting in the following technologies:

Cisco IP Telephony (IPT)

Cisco Unified Contact Center Experience (UCCE)

Cisco Dialer

Cisco Finesse

Essential Functions: \xef\x82\xb7 Manages assigned trouble incidents to resolution \xef\x82\xb7 Possesses expert skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, virtualization and Cisco products) to be able to systematically troubleshoot issues in a complex, enterprise level environment \xef\x82\xb7 Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise \xef\x82\xb7 Assists and trains on installation of upgrades and patches, and recovery from backups, if required, within areas of expertise \xef\x82\xb7 Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues \xef\x82\xb7 Advises on escalations to manufacturers and resolution of those escalations to closure \xef\x82\xb7 Develops knowledgebase articles and

information to assist in best practices within areas of expertise \xef\x82\xb7 Develops and performs \xe2\x80\x9cHow to\xe2\x80\x9d training sessions for other engineers \xef\x82\xb7 Provides solutions to a diverse range of complex problems \xef\x82\xb7 Builds and maintains the corporate customer service relationship \xef\x82\xb7 Provides leadership to client and the MSSC, and consistently exceed client expectations \xef\x82\xb7 Manages positive customer satisfaction level

Required Qualifications: \xef\x82\xb7 Bachelor\xe2\x80\x99s degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years of experience in supporting the Cisco product lines in a telecommunication environment or telecommunication organization \xef\x82\xb7 7+ years\xe2\x80\x99 experience with advanced troubleshooting on one or more Enterprise level Cisco communications products \xef\x82\xb7 Experience in VOIP technologies, (to include, but not limited to, SIP, H.323, virtualization and Cisco products) and be able to systematically troubleshoot issues in a complex, enterprise level VOIP environment \xef\x82\xb7 Strong analytical, interpersonal and relationship building skills \xef\x82\xb7 Strong work ethic and personal drive to excel \xef\x82\xb7 Exceptional organizational skills and attention to detail \xef\x82\xb7 Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks \xef\x82\xb7 Ability to analyze complex information system data \xef\x82\xb7 Ability to use (and learn new) complex systems, technologies, and applications \xef\x82\xb7 Ability to adapt to change quickly and multi-task \xef\x82\xb7 Must possess excellent oral and written communication skills in English \xef\x82\xb7 Proficient in MS Office applications (Word, Excel, and PowerPoint)

Desired/Preferred Qualifications: \xef\x82\xb7 MSCA: Windows Server \xef\x82\xb7 MCSA:SQL \xef\x82\xb7 CCNP Collaboration \xef\x82\xb7 CCNA Voice Soft skills: \xef\x82\xb7 Good communication skills (Written & Oral) \xef\x82\xb7 Flexible to work in the evening shifts \xef\x82\xb7 Individual and team player

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VOCO TECHNOLOGIES