Senior Voice Infrastructure Specialist

1 week ago

Aligarh, Uttar Pradesh, India beBeeAdvanced Full time ₹ 15,00,000 - ₹ 25,00,000

Job Overview:

We are seeking a skilled professional to join our team as an Advanced Voice Solutions Engineer.

Key Responsibilities:

  • Support Cisco Unified Contact Center Enterprise (UCCE), Unified Customer Contact Express (UCCX) and Platform Customization Engine (PCCE) solutions, including third-party call recording platforms.
  • Demonstrate expertise in troubleshooting Cisco Intelligent Contact Management (ICM), Contact Center Management Platform (CCMP), Customer Voice Portal (CVP) and Unified Intelligence Center (CUIC).
  • Design and implement Media Animation Control Device (MACD) configurations for Cisco UCCE and IPT platforms.
  • Stay up-to-date with Voice over Internet Protocol (VoIP) protocols such as Session Initiation Protocol (SIP), H.323 and Media Gateway Control Protocol (MGCP), as well as IT Service Management (ITIL) best practices.
  • Understand deployment models for Cisco Voice networks and voice network devices.
  • Analyze and troubleshoot VoIP performance using management tools, integrating findings with other systems.
  • Familiarize yourself with Telecom infrastructure signaling protocols ISDN and analog signaling.
  • Work in a dynamic 24/7 business support environment.
  • Gain experience working on Cisco Voice platforms, including Cisco Unified Communications Manager (CUCM), UCCE, Unified Contact Center Hosted (UCCH) and CVP.
  • Cultivate strong verbal and written communication skills to effectively collaborate with teams and stakeholders.
  • Develop relationships with Third-Party Providers for problem resolution and Original Equipment Manufacturers (OEMs) for incident resolution.
  • Conduct advanced remote and on-site troubleshooting, system design analysis, upgrade planning, technical documentation creation and site coordination.
  • Act as the primary point of contact for service delivery issues, pending work and escalations.
  • Contribute to process improvements through individual efforts and teamwork.
  • Maintain and update knowledge bases and documentation, initiate and implement process improvements.
  • Possess excellent communication and conversation skills, analytical and problem-solving abilities, email and voice communication skills, teamwork, Powerpoint presentation preparation and Excel analytics.

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