Voice Network Engineer

3 weeks ago

Pune, India BT Group Full time

Global Voice Professional


Experience you would be expected to have


4-6+ years of mandatory experience with Cisco Unified Communications solutions and Cisco Unified Contact Center Enterprise.


Skills required for the job

Qualifications:

CCNP Collaboration

CCIE Collaboration (Preferred)


Technical Skills/Experience:

Cisco Call Manager: add/remove phones, configure user account, translation pattern, route pattern, IPMA, CTI ports, CTI route point etc.

Cisco Unified Unity Connection: configure voicemail account, auto attendant, one should have good understanding on routing rules

Cisco Call Manager Express & Unity express: configure e-phones, DN, voicemail etc.

Cisco Unified Contact Center Express: setup new team, add/remove agent, supervisor, historical reporting access

Cisco voice Gateways: configuring new gateway, add/modify/remove translation rule, dial-peers, SRST configuration etc.

Signaling Protocols MGCP, H323, Skinny, SIP: Basic to intermediate knowledge of protocols, one should know commands to be used while troubleshooting

Cisco Attendant console applications (CUEAC, CUBAC, CUDAC) : setting up an operator

Cisco Emergency responder basics

Contact Center Enterprise (UCCE) - MACD level.



People Skills:


Relevant professional experience.

Proactively maintains skills and knowledge in line with product/solution development

Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).

Experienced and competent in own area.

Shares own expertise with others.

Provide guidance and support to others in the form of coaching and training

Able to plan deliveries to maximise efficient use of resource and deliver at lowest cost.

Completes own role independently or with minimal supervision/guidance.

Has developed specialist knowledge in at least one area.

Applies knowledge/skills to a range of standard and non-standard activities.

Interprets client needs, assessing the full requirements.

Identifies solutions to non-standard tasks/queries.

Awareness of internal/ external business issues and best practice in own discipline which is then applied to own role.

Commercially aware and balances customer needs against contractual/financial boundaries managing exceptions appropriately

Takes action to monitor and control costs within own work horizons.

Identifies key issues and patterns from partial/conflicting data and can take a broad perspective to problems and spot new, less obvious solutions.

Manages own time to meet agreed targets.

Able to assess and maintain resource requirements/plans for solution deliveries and tracks progress

Able to provide concise management reports

Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.

Creates informal networks with key contacts within own area.


What I’ll be doing – your accountabilities

Provide technical support and coach team members in the vendor / technology areas.

Provide technical ownership within the agreed boundaries of the job.

Own escalation and provide technical solutions to the customer’s satisfaction.

Attend customer meetings to review provision/repair of solutions.

Evaluate new products and assess training requirements ready for launch.

Meet contracted SLA requirements and expectations during delivery and incident.

Capture all revenue opportunities for BT through effective management of customers and account teams.

Actively contribute to the productivity and performance improvements in line with team targets .

Constructively work together, sharing ideas, knowledge and resources to move the business forward.

Empathise with customers, anticipate their needs and balance solutions against commercial requirements.

Be passionate about delivering high quality of service, vigorously seeking creative, fast ways of making things happen and adding value.

Carry out duties in line with the Job Standards and Personal Objectives.


Delivery specific:

Manage the delivery of large projects to enable delivery at least cost

Ensure that all teams are aware of the processes and follow them to avoid future escalations.

Maintain a Demand & Capacity plan for the delivery to make efficient use of resource

Manage a matrixed team of people to deliver solutions

Own and deliver solutions on multi-matrix solutions using multi-vendor devices

Assurance Specific

Provide rapid and accurate diagnostics within agreed SLAs

Undertake analysis and investigation within area of responsibility for Problem Managers

Provide 24hr support through agreed rota for customer networks

Identify and recommend changes to improve reliability/performance

Pass knowledge down to 2nd line teams to continually enhance ability to resolve at least cost


Business Impact:

Ability to impact the business by influencing decisions through advice/quality of work produced by self/others.

Able to maintain a reputation for quality and delivery of their expertise to the business.

Assists in the definition of strategy and evolution and associated infrastructure investments for Group/LoB.

Responsible for engineering delivery plans for a small project.


If you are interested, please share your resume at

Please mention the below details in the mail body.

CTC

Expected

NP

Total Experience

relevant Experience

Current location:

willing to work in Pune and why:

willing to work all 5 days at client site: Yes/No.


regards

Aparajita

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