Manager Service Operations

Job Description

Job descriptionDesired Candidate ProfileThe primary purpose of the Voice Specialist is to provide technical support on such network and voiceappliances as call managers, communication servers, call center systems, voice applications, voice gateways, voice gatekeepers, IP phones, desk phones and softphones. Configuration and troubleshooting experience onCISCO Products, Deploy, configure and maintain a Cisco Product Suite Call Manager (CUCM), Contact Center Enterprise (UCCE), Voice Gateways and related products IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs and so on.variety of voice technologies. Coordination with other tower teams for issue resolution (if required). Provide Tier 2 and 3 operational support for deployed technologies such as PBXs, mobility servers, voicemail systems, toll bypass gateways and other network infrastructure, operating converged (voice/video/data) networks, including support for CoS, QoS and related quality of service parameters over MPLS backbone, WAN and voice circuit experience in VoIP environment. Also having knowledge on recording solution (Verint), Nuance. Take care of high priority issues, attend Recovery Bridge and take end to end ownership of an issue. Share regular update with all stake holders. Work with project team for the smooth handover of any new projects in operations. Flexibility in working hours, as it is Level 3 position and it requires to provide support 24*7.Participate in service projects, architecture and planning for core network services. Provide escalation support to the Network Operations team as required 24*7 Operations Support Out of hours work will be on an overtime basis (at the individuals discretion). Knowledge in the following areas: Call Control, Multimedia Contact Centres, Call Scripts, IVR Scripts. Configuring CUBE/other ISR/ASR series Routers with full voice/VOIP functionality, MGCP GWs, Configuring analogue gateways (VG 224) and ports. Dial peer, translation rule on SIP Gateways/VCUSP. Hands on experience on VCUSP, configuring end points in VCUSP. Analyse logs of VCUSP. Configuring T1/E1 on gateway, Configuring translation pattern, route pattern, Configuring Hunt group. Configuring call handler and distribution list in unity connection, Configuring IP phone, CIPC, CUPC, Expressway, Jabber. CUCM integration work understanding with Microsoft Lync, Configuring ATA 186 Using SCCP with Cisco Call Manager.
• Generates voice network configurations from Low Level Design for complex environments. Performs analysis and diagnosis of complex UCCE networking problems. Performs analysis of packet captures. Debug captures and analysis of Debugs on various network devices. Knowledge of CTI Application principles, SIP integrations. Client-facing skills to include cross-functional influence, external and internal consulting/partnering. Working knowledge of Voice recording (Verint V15.1, Network Based recording, V11.1). Experience on Finesse, Dialler, Acqueon LCM, Vendor Management and co-ordination. Vendor Management and co-ordination. Drive outcome based delivery model, build customer success stories, socialize and help team replicate successful delivery models. Understanding of UCCE call flow scripts, reports etc. for development or troubleshooting or customisation purposes. Understanding of CVP VXML script development or troubleshooting or customisation. Understanding of SQL queries for development, troubleshooting or customisation of UCCE, VXML reports. Understanding of Java programming for development or troubleshooting or customisation of CVP VXML scripting.
• Commercial thinkers: Creates ideas, provide insights andcreate propositions that benefit our business.
• Customer champion: Understand customers needs andchallenges and dont stop until we create brilliantexperiences for them. Understand the agendas and needs of others, alongside the needs of the business.
• Collaborative partner: Can break down silos, and workbrilliantly with partners both within and outside of the organisation to deliver business results. Describe the experience that an individual in this role is likely to have. Strong understanding and appreciation of the relationship between BT and our customers Behave as the conscious of the customer whilst protecting the BT brand and driving profitable growth
• Change Agent: Be able to identify, create and lead business changes. Can adapt quickly and perform effectively even when theres ambiguity. Extensive experience of working in complex Network Voice. Incident and problem management experience Experience driving efficiencies in change and incident management Strong communication and collaboration skills, and experience managing by influence

Keyskills :
cisco ip telephonycisco voice