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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | General / Other Software,Network / System Administration |
| EmploymentType | Full-time |
Job Opening Details back to list Reference Code: RRF004403 Job Title: L3 UCCE Engineer Category: Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.- Provide Level-3 support to Operations and Delivery to drive incident resolution- Recommend improvements in hardware and software to drive platform stability- Perform Sizing and Capacity management of Cisco UCCE elements: ICM, CCVP, CUCM- Define Reporting, Monitoring and Alarming requirements according to Cisco best practices.- Consult on high severity incidents and complex work orders- Assist in the planning and implementation of ICM & UCCE upgrades, patches and enhancements.- Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.- Consult on preventive maintenance activities to ensure platform stability- Identify opportunities to drive platform efficiencies- Partner with Operations on issues related to ICM-UCCE platforms- Proactively manage platform and component life-cycle to ensure stability and interoperability (at points of integration)- Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.- Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco IPCC Express, Cisco Voice Gateway, Cisco IPT and Nice Logger. - Should be ready to work in 24/7 business support environment- Should be having 8 - 10 years of experience on Cisco Voice platform.- Should have strong verbal & written communication skills- Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution. - Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.- Initiates network improvement recommendations based upon experiences in CC field - Performs Root Cause Analysis & Track and update key performance metrics - Act as a point of contact for all service delivery issues/ pending work/ escalations - Provide team support and process improvements through individual contributions - Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements. - Perform change management in accordance with change management procedures Key Skills: UCCE/UCCX Location: CHN Required Experience: Min 5 yrs,
Keyskills :
root cause analysiscall manager expressdisaster recovery planningcisco iptcisco ipccroot causecisco voicecall manageripcc expresssystem designknowledge baseservice deliverychange managementdisaster recovery