L2 Cisco Network Voice Engineer

Job Title: L2 CISCO Network Voice Engineer

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o Troubleshoot Cisco UCCE software [ICM, CVP, IP-IVR], and third party software, and integrated peripheral systems

o Call routing configuration

o Perform ICM / IPCC scripting

o Provide support for IP Telephony / Call Center environment as needed.

o May provide On-Call support responsibilities on a rotational basis.

o Accountable for following Change Management process and other operational processes.

o Applies business and technical analytical skills to analyze, implement and deploy comprehensive support processes to resolve complex business & operational issues involving multi-tiered Cisco IP (internet protocol) Telephony applications.

o Applies knowledge of call center operational dynamics as it relates to implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues.

o Works with various IT departments to integrate custom-developed and 3rd-party provided software and hardware solutions including software applications, IVR (Interactive Voice Response), Call Center and data base integration with the Cisco IP Telephony infrastructure.

o Participates, as a key member of the Telecommunications team, in the troubleshooting, and monitoring of core LAN/WAN services required for VoIP (Voice Over Internet Protocol) deployments including QOS (Quality of Service), COS (Class Of Service) VLAN's (Virtual Local Area Network), Client's (Session Border Controller) and SIP (Session Initiated Protocol) Carrier Services.

o Interprets network alert and performance management tool output to properly engineer the capacity and resiliency of the UCC (Unified Call Center) portion of the VoIP network.

o Maintains knowledge of Cisco UCC/UCM (Unified Call Manager) and network enhancements through both personal and company-sponsored continual education including training courses, seminars, conferences, professional publications.

o Collect and analyze logs from all Cisco components

o Joint troubleshooting with TAC for any complex issues

• Determines work procedures, prepares work schedules, and expedites workflow: Studies and standardizes procedures to improve efficiency and effectiveness of Cisco Voice network operations.

• 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 Calabrio Logger.

• Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices.

• Have worked on Cisco Unified communication products like Cisco Unified Communication Manager, IPCC Express, Cisco Unity Voicemail, and Cisco Call Manager express.

• Good implementation/troubleshooting experience on Cisco IPT & IPCC Express

• Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.

• Have clear understanding on Telecom infrastructure protocols like ISDN and analog signaling.

• Maintain and update voice network diagrams and vendor information for voice network devices.

• Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.

• Performs Root Cause Analysis

• Provide team support and process improvements through individual contributions

• Maintain and Update Knowledge Base and documentation

• Perform change management in accordance with change management procedures.

Key Skills: Cisco UCCE software [ICM, CVP, IP-IVR], ICM / IPCC scripting, ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing.