Technical Support Specialist

14 hours ago

Dindigul, Tamil Nadu, India beBeeTechnical Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Technical Support Specialist: Cisco UCCE and Release Management

Job Summary:

We are seeking a skilled Technical Support Specialist to provide advanced level of technical support for Cisco Unified Contact Center Enterprise (UCCE) and voice solutions. The successful candidate will be responsible for troubleshooting complex technical issues, providing exceptional customer service, and collaborating with internal teams to resolve service delivery issues.

Key Responsibilities:

  • Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.
  • Basic Cisco ICM/CCMP/CVP/CUIC & troubleshooting.
  • MACD creation knowledge in Cisco UCCE & IPT platforms.
  • Familiarity with VOIP protocols like SIP, H.323 and MGCP, as well as ITIL process.
  • Understanding of Cisco Voice network deployment models and the functioning of voice network devices.
  • Experience with VOIP and Performance Management Tools and integration experience with other Tools
  • Familiarity with Telecom infrastructure protocols like ISDN and analogy signalling.
  • Ability to work in a 24/7 business support environment.
  • Strong verbal & written communication skills.
  • Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
  • Perform advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
  • 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.

Requirements:

  • Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.
  • UCCE or PCCE Email & Voice communication skills & teamwork.
  • Power point presentation/preparation and should be good in excel related Analytics.
  • 8-12 years of experience in Cisco UC, UCCE, Voice gateway, call management, Webex, CVP, VMware, patch management, release management.

Preferred Qualifications:

  • Cisco UCCE or PCCE certifications.
  • ITIL foundation certification.
  • Experience with Agile methodologies.

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