Senior Support Specialist for UCCE and Release Management

1 day ago

Alleppey, Kerala, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 15,00,000
Expert Technical Support for UCCE and Release Management

The role of a Level 3 (L3) Support Engineer for Unified Contact Center Enterprise (UCCE) and Release Management involves ensuring the smooth operation of our contact center solutions. As an expert in technical support, you will be responsible for providing guidance to customers in troubleshooting and resolving complex issues with our UCCE platform.

Key Responsibilities:
  • Supporting experience on Cisco UCCE/UCCX/PCCE solutions and third-party call recording platforms is essential.
  • Basic knowledge of Cisco ICM/CCMP/CVP/CUIC troubleshooting is required.
  • MACD creation knowledge in Cisco UCCE and IPT platforms is necessary.
  • A clear understanding of VOIP protocols such as SIP, H.323, and MGCP is mandatory.
  • Awareness of ITIL process is also required.
  • Understanding of Cisco Voice network deployment models and functioning of voice network devices is crucial.
  • Knowledge and use of VOIP and Performance Management Tools are necessary.
  • Integration experience with other tools is also required.
  • Understanding of Telecom infrastructure protocols like ISDN and analog signalling is essential.
  • Experience working in a 24/7 business support environment is necessary.
  • Strong verbal and written communication skills are required.
  • Working and coordinating with Third Party Providers to assist in problem resolution of telecommunication problems and OEMs is also required.
  • Performing advanced remote/on-site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, upgrading and site coordination is necessary.
  • Acting as a point of contact for all service delivery issues/pending work/escalations is also required.
  • Providing team support and process improvements through individual contributions is essential.
  • Maintaining and updating the Knowledge Base and documentation and initiating and implementing process improvements is necessary.

Benefits: This role offers opportunities for professional growth and development in a dynamic and challenging environment. You will have the chance to work with a talented team of experts and contribute to the success of our contact center solutions.

Requirements: To be successful in this role, you must have excellent technical skills and strong communication abilities. You should be able to work effectively in a team environment and possess a strong attention to detail. Additionally, you should be proficient in using various tools and technologies related to VOIP and performance management.

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