Job Description :
Soft Skills requirements:
1. Excellent communication and conversation skills (Verbal and Written)
2. Good documentation skills
3. Good working knowledge of MS OFFICE (Including MS Project and Visio)
4. Should have good customer handling skills

Certification requirements:
1. CCNP Voice (Mandatory)
2. ITIL Foundation (Mandatory)
3. CCIE Voice (Added Advantage)

Skills required:
1. Expert level experience in handling Cisco IP telephony Network Infrastructure.
2. Expert understanding of switching – VLAN, Voice VLAN, VTP, STP, PoE, Ether channel, HSRP, Routing Protocols. etc.
3. Expert understanding of the following Cisco Unified Communication Products
o CUCM
o Cisco Unified Communication Express & Cisco Unity express
o Cisco Voice Gateways (ISR Routers and Analog gateways)
o Cisco Unified Border Element (Cube)
o Cisco Jabber / WebEx
o Cisco Contact Centers (UCCX), Finesse, CUIC
o Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.,
o Gatekeepers
o Gateway protocols: H323, SIP, MGCP, SCCP.
o Cisco Unified Contact Centre Express (preferred)
4. Excellent ITIL Knowledge – Incident, Change, Configuration, Problem Management
5. Excellent Problem analysis and resolution skills.

Roles & Responsibilities:
1. Provide advanced troubleshooting for applications and systems, determining cause and effect.
2. Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
3. Understand and apply advanced system/application administration, management and performance tuning techniques.
4. Assist with day-to-day operation support, performance tuning, disaster recovery and patch/release management of Voice network.
5. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
6. Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
7. Develops job aides and other tools to assist engineers in improving overall quality of service
8. Evaluate hardware and software requirements and be able to justify purchase decisions.
9. Other duties as assigned by Management.