Cisco CUCM/UCCM or Polycom telepresence - Voice

Job Description

Exp: 2 to 8 yrsLocation: Bangalore/Chennai/DelhiNCR/Hyderabadif below JD matches please send your updated resume to ss521@dxc.com Total Exp:Rev Exp:CTC:ECTC:Current Org:Location:PAN:Skills: CISCO CUCM/UCCM or Polycom telepresence CISCO CUCM/UCCM

• The primary role of the Contact center Level-3 engineer is to manage client Contact Center infrastructure, resolve client incidents, problem tickets, implement system changes as necessary, satisfy client requests & ensure client satisfaction.
• Handle Severity 1 & Severity 2 issues, assess, manage and troubleshoot client deployments in both private & public sectors, from commercial to corporate networks to large global enterprise environments related to Cisco UCCE Contact Center, VXML Scripting Issues, CVP Issues & troubleshooting Issues relating to Cisco IOS Gateways.
• Serve as an escalation point for more complex, difficult or sensitive incidents, problems etc.
• Contact center Level-3 engineer will provide technical direction/guidance to other team members in collaboration with the Tech lead, when coaching or mentoring or when coordinating incident, problem, request, change, or release efforts.
• Engineer must be well versed with the Cisco Contact Center UCCE Platform with in-depth knowledge of Cisco CVP (Customer Voice Portal), SIP & call signaling in general, experience with VXML Scripting, strong experience with Cisco IOS Voice Gateways as they relate to VXML applications running in Cisco CVP deployments.
• Engineer must possess a strong ability to comfortably troubleshoot complex call flows in often unfamiliar & under documented environments.
• Engineer must have the ability to learn & work with 3rd party applications that interface with the Cisco Contact Center product suite.
• A fair understanding of UCCX troubleshooting & scripting.
• Good experience in configuring & troubleshooting CUCM & related issues.
• Good to have experience in administering recording applications like Calabrio, NICE etc.
• Other expectations include driving high level Tier III escalations/client issues.
• Experience working within a 24/7 operations center, supporting Cisco Contact Center product suite & working professionally in a client facing environment.
• Engineer will work on tickets, help manage his/her task queue & will be a point of technical escalation for other team members.

Polycom Telepresence Responsibilities:

• Hands on experience on Higher end CISCO switches (Nexus7K,5K,2K, Cisco 6500, 4500, 3750 and 2900 Series) and Routers (ASR and ISR Series).
• Should be able to handle complex issues (Fabric paths etc.).
• Experience of managing large scale network infrastructure and Data Centers.
• In depth knowledge of configuring and troubleshooting switching technologies like STP, VTP, Multicast, QOS, VPC etc.
• In depth knowledge of configuring and troubleshooting routing protocols including static, dynamic (BGP and EIGRP).
• Good understanding of MPLS, VPLS and IPSEC VPN.
• Good understanding of Incident and Change Management procedures.
• Good communication skills and team coordination.
• Good experience in handling Riverbed & Infoblox.

Qualifications:

• Bachelor s Degree in Information Systems/Computer Science or equivalent work experience.
• CCNA certification required, CCNP preferred.
• Vendor specific certifications on video conferencing systems a plus.
• Skills and Experience
• Must have VCS, R/S, infrastructure, network engineering experience with video.
• A strong working knowledge of Video Communications Server (VCS).
• A strong working Knowledge of Multipoint Control Unit (MCU)
• A strong working knowledge of Cisco Unified Communications Manager (CUCM)
• A strong working knowledge of Cisco Telepresence Endpoints (IX, TX, SX & MX)
• A Working knowledge of video conferencing infrastructure.
• Experience with TMS a plus
• Experience with Polycom Endpoints & Infrastructure: HDX, OTX, Surface Hub, RealPresence, DMA, RPRM.

Salary: INR 5,00,000 - 15,00,000 PA.Industry: IT-Software / Software Services Functional Area: Other Employment Type: Full Time, Permanent ,

Keyskills :
voice gatewayscisco switchesunified communicationsnetwork infrastructurecisco iosnetwork engineeringchange managementcisco unified communicationsvideo conferencingcisco telepresencecisco 6500contact centeriossoftware servicessiprouting prot