Technical Solutions Specialist

24 hours ago

Rajahmundry, Andhra Pradesh, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Technical Solutions Specialist

Overview:
  • Provide expert-level technical support for Cisco Unified Contact Center Enterprise (UCCE) and related platforms, including 3rd party call recording solutions.
Key Responsibilities:
  • Familiarity with Cisco ICM, CCMP, CVP, and CUIC, as well as advanced troubleshooting techniques.
  • Proficiency in creating Macro Applications (MACDs) for Cisco UCCE and IPT platforms.
  • In-depth understanding of Voice over Internet Protocol (VOIP) protocols such as SIP, H.323, and MGCP, with knowledge of ITIL processes.
  • Comprehensive understanding of Cisco Voice network deployment models and the functionality of voice network devices.
  • Experience with VOIP and Performance Management Tools, as well as integration with other tools.
  • Understanding of Telecom infrastructure protocols like ISDN and analog signaling.
  • Ability to work in a 24/7 business support environment.
  • Experience with Cisco Voice platform and CUCM/UCCE/UCCH/CVP platforms.
  • Strong verbal and written communication skills.
  • Collaboration with Third Party Providers to resolve telecommunication issues and OEMs for incident resolution.
  • Advanced remote/on-site troubleshooting, including system design issues, upgrade plans, technical documentation creation, and site coordination.
  • Serves as the primary point of contact for service delivery issues, pending work, and escalations.
  • Provides team support and contributes to process improvements.
  • Maintains and updates Knowledge Base and documentation, initiating and implementing process improvements.
  • Excellent communication and conversation skills, strong analytical and problem-solving skills, and proficiency in UCCE or PCCE Email and Voice communication, teamwork, Power Point presentation/preparation, and Excel-related analytics.

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