Job Description :




Required Skills /Desired Skills:

? 5+ years of hands on experience with supporting and troubleshooting large-scale VoIP infrastructures including:

o Cisco Call Manager

o Cisco Call Center Express

o Skype for Business hosted solution

o Call Center Enterprise

o Avaya VoIP / Legacy Avaya PBXs

o ACME/Oracle Session Border Controllers (SBCs/ECBs)

o Polycom video infrastructure (CMA/DMA, RMX, Polycom and Cisco Video end points)

? 5+ years of proven hands on experience with Cisco Call Manager/Unity voicemail (versions 9 and above) is a requirement, particularly able to:

o Perform daily Moves, Adds, Changes, Deletions (MACDs)

o Understand and troubleshoot Cisco call routing (Route patterns, Partitions, Calling Search Space, Translation Patterns etc

o Troubleshoot Voice MGCP, SIP and H323 gateways

o Troubleshoot Voice Analog gateways (VG310s, 350s)

o Use Cisco Real Time Monitoring Tool to

? Monitor Call Manager servers, processes and gateways

? Troubleshoot CUCM issues by pulling and interpreting RTMT logs

? Set up and interpret RTMT alerts

? 5+ years of proven hands on experience with Cisco Call Center Express and Enterprise including:

o Day to day agent Moves, Adds, Changes

o Familiar with the Finesse client

o Ability to understand ACD queuing and call routing

o Understand Call Center Architecture with Cisco CUBES, UCM, Cisco Voice Portal IP IVR (CVP), ICM and Nice call recording

o Ability to troubleshoot Cisco SIP signaling by enabling and interpreting CUBE traces

o Familiar with Cisco Call Center scripting

? Proven experience troubleshooting Skype for Business Client, headset and voice quality issues

? Proven hands on experience working with ACME SBCs and ECBs with ability to troubleshoot SIP protocol

? Proven experience troubleshooting complex VoIP QoS issues

? Ensure preventive maintenance is completed on schedule for all equipment

? Experience with WAN and VoIP applications monitoring and alerting (AppNeta, Cisco RTMT are a strong plus)

? Proven experience with troubleshooting carrier and various connectivity issues for IP and TDM, including T1 CAS, ISDN PRIs, T1s and E1s

Education and qualifications:

List any academic, professional or technical certifications.

Typically a BS degree in Math, Science, Engineering preferred or equivalent related network experience

Certification in Cisco Networking Technologies; CCNA/CCNP – Routing/Switching /Borderless Networks
ITIL v3 Foundation Certification