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UCCE L3 Support

2 months ago

Mumbai, India Servion Global Solutions Full time

We are currently hiring for UCCE L3 Support - Location : Mumbai work from office interested candidates can share your updated cv to yuvashri.s@servion.com


Job Title: L3 UCCE Support Engineer

Work Location: Mumbai

Experience: 8 to 13 Years

Key Skills: Cisco ICM/CCMP/CVP/CUIC & troubleshooting.


Job Description:

Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.

Cisco ICM/CCMP/CVP/CUIC & troubleshooting.

Scripting knowledge for creating a new call flow and should have good understanding in the modification of existing ICM Script.

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

Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco Voice Gateway, Cisco IPT and Nice Logger.

Have 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 Telecom infrastructure protocols like ISDN and analogy signalling.

Should be ready to work in 24/7 business support environment

Should be having 4-7 years of experience on Cisco Voice platform.

Should be having work experience on CUCM/UCCE/UCCH/CVP platforms

Should have strong verbal & written communication skills

Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.

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 & Track and update key performance metrics

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

Provide team support and process improvements through individual contributions

Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements.

Perform change management in accordance with change management procedures

Handles escalations & Participate in routine operational meetings & Knowledge on Contracts and SLAs

Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.