L2 UCCE Engineer

Job Description:

• Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Voice Gateway, ICM Scripting, Cisco IPT.

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

• Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools

• Have clear understanding on VOIP protocols like SIP, H.323 and MGCP.

• Performs Root Cause Analysis

• Track and update key performance metrics

• Act as a point of contact for service delivery issues/ pending work/ escalations

• 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

• Participate in routine operational meetings

• Knowledge on Contracts and SLAs

• Good communication and conversation skills in English(Verbal and Written)

• Need to handle the ticket flow and customer communication

• Understanding of Proactive Alarms and other troubleshooting skills

• Willing to learn new and upcoming setup"

• Cisco Infrastructure (UCCE, PCCE) UCCX