Voice Support L2

3 weeks ago


Navi Mumbai, India Jio Platforms Limited Full time
1.

The position is responsible for Managing and Administrating VoIP and TDM consulting engagements.

2.

The primary focus of this position is to support VoIP deployments of Cisco & Avaya Voice Network setup of RIL.

3.

Comprehensive knowledge of Cisco Unified Communication Manager (CUCM) 10.X/11.X/12.X/14.X and Voice Technologies

Avaya Call Manager, Avaya Media Server, Avaya Media Gateway

4.

Good knowledge of HPSM ticketing tool and ITSM process

5.

Co-ordination with Service Providers in case of major incident from Providers end

6.

Good Hands-on Cisco UCS Server, ESXi, Cisco Unified Applications, Cisco ISR Gateways

7.

Sound knowledge of E1, FXO, FXS Configuration

PVDM resources

8.

Good knowledge in Routing and Switching and Network infrastrcture

9.

Good understanding of TDM, H.323 & MGCP and SIP protocols

10. Good knowledge of Call Centre setup to support various Helpdesk

11. Good knowledge of Contact Centre Report structures

12. Knowledge of Ameyo Contact Centre Set up will be an added advantage

13. Understanding of TRAI regulatory will be an added advantage

14. Good knowledge and experience on troubleshooting Voice Infrastructure related issues.

15. Maintaining and achieving the agreed SLA & SBDs and drive the team for same

16. Responsible for staging, configuration, implementation, and support for VoIP installations as necessary

17. Good knowledge of CUBE configuration and SIP trunking with other systems

18. Ensure the stability and integrity of Voice Network Services.

19. Adhering to policies, procedures for Voice Administrators in order to provide seamless support to users.

20. Proficient in technical and non-technical communication, both in Oral & Written

21. Excellent problem solving, analytical and logical skills

22. Optimistic towards achieving desired goals

Accountabilities Outcomes & KPIsResponsible for managing existing Voice solutions across RIL100% User satisfaction ratio onResponsible for designing/implementing voice solution for upcoming projectsNumber of training sessions attendedNo of innovative ideas generated% projects completionActuals vs Budget (Cost Variance)Schedule VarianceScope VarianceAudit Compliance % to IT Infrastructure implementation standards

Key Relationships

Senior Voice In-chargeIncharge - IT ProjectsHead - IT Infra ProjectsCIO

Experience & Educational Requirements

EDUCATIONAL QUALIFICATIONS:Include Additional Certification Required if anyNecessary :Graduate in Engineering

(Preferred with Telecom background)Desirable :Good Communication and Project Management SkillsVoice Certifications like CCNA- Voice and aboveRELEVANT EXPERIENCE:Type of roles (and duration) which an individual ideally should have done in his/her prior experience to be detailedNecessary3-4 Years in Similar capacityExperience in Avaya , Cisco, basic Call center set-upExperience in Cisco CUCM, Voice Gateways, CUBE configurationMGCP,H323 protocols, SIP,


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