01Responsibilities
This person will work on voice transformation, maintenance, and Firewall side for Policy/Routing.
Critical Skills: Build tenant for operating in the cloud, On premise / Cloud SBC routing, MACD process development, Managing Toll free numbers globally, Call routing within TSC - Customer facing agents.
Analyze, diagnose, and resolve customer issues within the companys voice systems to ensure timely updates and maintenance.
Provide Tier 2 and Tier 3 technical support to resolve customer issues within specified timeframes, collaborating with vendors and documenting solutions.
Collaborate with 3rd party vendors to minimize downtime and efficiently resolve issues, establishing collaborative relationships and documented communication processes.
Timely escalate unresolved issues to the next level of support to minimize operational impact, following documented escalation procedures.
Promptly support for enterprise customer network, including troubleshooting voice, video, and data (IP) traffic to ensure optimal performance, documenting troubleshooting steps.
Implement voice scripting for contact center solutions to improve customer experience and efficiencies.
Successfully implement technology changes with minimal disruption and improved voice services, transitioning from Carrier services to centralized Carrier SIP solution.
Perform voice system maintenance and upgrades according to procedures to ensure system stability and minimize downtime.
Understand and perform voice system maintenance and upgrades, including service packs and patches.
Develop and maintain accurate voice system support documentation in a knowledge repository for easy access and efficient knowledge sharing.
Continuously monitor system performance, identify trends, and provide capacity planning recommendations for optimal voice system performance.
Ideal Skills/Experience:
Education: University masters degree in Information Technology or related field or Bachelor degree with minimum of 5 years experience.
Strong knowledge of networking: The ideal candidate should have a deep understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.
Integration of multiple systems: Experience integrating multiple systems in a complex environment, both on-premise and within cloud infrastructure. This includes experience with system integration tools and techniques.
Cisco environment expertise: Strong background in Cisco voice infrastructure, including experience with Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Express (UCCX), and Cisco Voice Gateways.
Cloud expertise: Experience working with cloud technologies, specifically Microsoft Teams, and be familiar with cloud-based voice solutions and services.
Operational support: Experience providing daily .
