Job Description:
Role Description
? L3 support engineer is responsible for managing Contact Center solution based on Cisco
solution, 10+ years of experience across various Contact Center, Recording and
Campaign Manager Technology platforms with Comprehensive practical knowledge in
managing and supporting Cisco Contact Center Solution.
Maintaining and supporting Cisco Contact Center operations which includes the
following responsibilities:
? Managing and supporting Cisco Contact Center components.
? Working with multiple vendors/service providers
? Managing Day-to- Day support jobs for Contact Center environment
? Competitive knowledge of the following Cisco solutions
? Ability to open TAC case with multiple OEMs and must have capabilities to manage
priority issues
? Ability to lead all the priority issues and involve other teams/technology SMEs
? Provide advanced troubleshooting for applications and systems, determining cause
and effect.
? Provide 24 x 7 on call support as part of a scheduled rotation with other team
members.
? Understand and apply advanced system/application administration, management
and performance tuning techniques.
? Assist with day-to-day operation support, performance tuning, disaster recovery and
patch/release management of Voice network.
? Mentors newly hired representatives to ensure a smooth transition from learning
environment to daily production environment and may participate in providing
formal training.
? Participates in meetings and presentations or other designated special projects as
assigned by department management. Maintains a comprehensive working
knowledge of polices, procedures, and benefits across all product lines.
? Develop job aides and other tools to assist engineers in improving overall quality of
service
? Evaluate hardware and software requirements and be able to justify purchase
decisions.
? Other duties as assigned by Management.
Technical Essential:
Technical Skills required: In-depth knowledge and Hands on experience in following
technologies/products:
Cisco Product Line –
- Cisco Unified Communications Manager
- Cisco Unity Connection (CUC)
- Cisco Unified Border Element (CUBE)
- Cisco Unified Presence (CUPS)
- Cisco Session Manager (SME)
- Cisco WebEx Suite
- Cisco WebEx clients for windows and mobile
- Cisco UCS and BE7K Servers
- Cisco ISR Voice Gateways and Analog voice Gateways
- Gateway protocols: SIP, MGCP, SCCP
- Basic LAN / WAN understanding
Generic and Other –
- Basic knowledge of VMware vSphere and vCenter.
- Cisco Specific Licensing regarding UC Domain
- Good understanding of switching – VLAN, Voice VLAN, VTP, STP, PoE, Routing
and switching concepts.
- Good understanding of Cisco IP telephony Network Infrastructure.
- Good understanding of Cisco Contact Center Network Infrastructure
Additional Responsibilities:
- Provide Network and Solution level Problem Resolution; Root Cause Analysis,
Software patch/upgrade assistance as per interoperability and specific BUG fixes.
- Provide systems/product training to peers within the team for technology
upgrades.
- Good communication skills written and verbal.
- Must have pressure handling temperament.
Education:
Essential:
Relevant Degree/Diploma
Optional:
Cisco Certification– CCNA (Collab), CCNP (Collab) or CCIE (Collab)
