Job Description:
Role Description
? L2 support engineer is responsible for managing contact Center solution based on Cisco
solution, 5+ years of experience across various Contact Center and recording
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 Contact Center Operations
? Working with multiple vendors/service providers
? Competitive knowledge of the following Cisco solutions
? Ability to open TAC case with multiple OEMs and must have capabilities to manage
priority issues
? Monitoring of alarms and incident cases.
? Monitor capacity, performance and availability using popular network tools and act
to correct anomalies when needed.
? Incident tracking to ensure continuity across shifts
? Coordination of communication bridges during major outages
? Participate in Operational processes (Daily Ops, Change Control, Incident
management, request for service, etc).
? Adhering to defined SLAs
? Handling tickets / requests
? Troubleshooting technical issues
? Ensuring that defined processes are adhered to
? Report regularly concerning key counters and measures of the voice network
through health checks
? Internal reporting to track aging incidents
? Provide 24 x 7 on call support as part of a scheduled rotation with other team
members.
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 Unified Contact Center Enterprise (UCCE)
- 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
- Recording Solutions – Nice/Variant/Calabrio
Generic and Other –
- Basic knowledge on VMware vSphere and vCenter.
- Cisco Specific Licensing regarding UC Domain
- Good understanding of switching – VLAN, Voice VLAN, VTP, STP, PoE, Routing
and switching concepts.
- Intermediate level experience in handling Cisco IP telephony Network
Infrastructure.
- Intermediate level experience in handling Cisco Contact Center Network
Infrastructure.
- Intermediate understanding of switching – VLAN, Voice VLAN, VTP, STP, PoE,
Ether channel, HSRP, Routing Protocols.etc.
- Intermediate/Expert understanding of the following Cisco Unified
Communication Products
- Excellent ITIL Knowledge – Incident, Change & Configuration Management
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)
