Advanced UCCE Support Specialist

19 hours ago

Tiruchi, Tamil Nadu, India beBeeTechnical Full time ₹ 18,00,000 - ₹ 25,00,000
Senior Technical Support Specialist

This is a highly technical and challenging role that requires exceptional expertise in the field of Unified Communications as a Service (UCaaS). As a Senior Technical Support Specialist, you will be responsible for providing advanced technical support and release management for Cisco UCCE/UCCX/PCCE solutions and third-party call recording platforms.

The ideal candidate will have extensive experience in troubleshooting complex issues, creating and maintaining technical documentation, and working collaboratively with cross-functional teams. Strong analytical and problem-solving skills are essential for this role, as well as excellent communication and interpersonal skills.

  • Cisco UCCE Expertise: Supporting experience on Cisco UCCE/UCCX/PCCE solutions & 3rd party Call recording platforms.
  • Troubleshooting Skills: Basic Cisco ICM/CCMP/CVP/CUIC & troubleshooting.
  • MCD Creation Knowledge: MACD creation knowledge in Cisco UCCE & IPT platforms.
  • VOIP Protocols: Clear understanding on VOIP protocols like SIP, H.323 and MGCP. Aware of ITIL process.
  • Cisco Voice Network: Clear understanding of Cisco Voice network deployment models and functioning of voice network devices.
  • Performance Management Tools: Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools
  • Telecom Infrastructure: Clear understanding on Telecom infrastructure protocols like ISDN and analogy signalling.
  • Business Support Environment: Ready to work in 24/7 business support environment
  • Cisco Voice Platform: Experience on Cisco Voice platform.
  • CUCM/UCCE/UCCH/CVP Platforms: Work experience on CUCM/UCCE/UCCH/CVP platforms
  • Communication Skills: Strong verbal & written communication skills
  • Problem Resolution: Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
  • Advanced Troubleshooting: Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
  • Service Delivery Issues: Act as a point of contact for all service delivery issues/ pending work/ escalations
  • Team Support: Provide team support and process improvements through individual contributions
  • Knowledge Base: Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements.
  • Communication and Conversation Skills: Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.
  • UCCE or PCCE Email & Voice Communication Skills: UCCE or PCCE Email & Voice communication skills & teamwork. Power point presentation/preparation and should be good in excel related Analytics.
  • Experience: 8-12 years of experience in Cisco UC, UCCE, Voice gateway, call management, Webex, CVP, VMware, patch management, release management

In this role, you will have the opportunity to work with cutting-edge technology and contribute to the development of innovative solutions. If you are passionate about delivering exceptional customer experiences and have a strong technical background, we encourage you to apply for this exciting opportunity.

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