Enterprise Solutions Architect

6 days ago

Ahmedabad, Gujarat, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 25,00,000
Advanced Technical Support Specialist

Job Description:

Provide high-level technical support for complex enterprise solutions, including Cisco Unified Contact Center Enterprise (UCCE) and related platforms.

Key Responsibilities:

  • Deliver exceptional technical expertise to resolve advanced issues with UCCE, UCCX, PCCE, and 3rd party call recording platforms.
  • Develop and implement effective troubleshooting strategies using Cisco ICM/CCMP/CVP/CUIC tools.
  • Collaborate with cross-functional teams to create and manage change documents for MACD in Cisco UCCE and IPT platforms.
  • Ensure a deep understanding of VOIP protocols such as SIP, H.323, and MGCP, as well as ITIL processes.
  • Analyze and understand Cisco Voice network deployment models and voice network devices functionality.
  • Apply knowledge of VOIP and Performance Management Tools, with experience integrating with other Tools.
  • Familiarize with Telecom infrastructure protocols like ISDN and analog signalling.
  • Maintain readiness to work in a dynamic business environment.
  • Possess extensive experience working on Cisco Voice platform and CUCM/UCCE/UCCH/CVP platforms.
  • Demonstrate strong verbal and written communication skills.
  • Collaborate with Third Party Providers and OEMs for incident resolution and problem analysis.
  • Perform advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
  • Serve as a point of contact for all service delivery issues/ pending work/ escalations.
  • Contribute to process improvements through individual efforts.
  • Maintain and update Knowledge Base and documentation & Initiate and implement process improvements.
  • Demonstrate excellent communication and conversation skills, strong analytical and problem solving skills.
  • Possess email and voice communication skills, teamwork, Power point presentation/preparation, and excel related Analytics skills.

    Benefits:

    • Opportunity to work on complex projects with experienced professionals.
    • Chance to develop and improve technical skills and knowledge.
    • Environment that encourages continuous learning and growth.

Required Skills and Qualifications:

  • Extensive experience with Cisco UCCE, UCCX, PCCE, and 3rd party call recording platforms.
  • Strong understanding of VOIP protocols and ITIL processes.
  • Ability to analyze and resolve complex technical issues.
  • Excellent communication and teamwork skills.

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