Senior Voice Support Specialist

2 days ago

Thoothukudi, Tamil Nadu, India beBeeEngineer Full time ₹ 15,00,000 - ₹ 25,00,000

Role: Senior Support Engineer

Key Responsibilities:

  • Providing expert support on Cisco Unified Contact Center Enterprise (UCCE) solutions, including integration with third-party call recording platforms.
  • Familiarity with Cisco Interaction Routing (IRR) and troubleshooting.
  • Developing and implementing workarounds in Cisco UCCE and IPT platforms.
  • Strong understanding of Voice over Internet Protocol (VoIP) protocols, including Session Initiation Protocol (SIP), H.323, and Media Gateway Control Protocol (MGCP). Knowledge of IT Service Management (ITSM) processes.
  • Deep knowledge of Cisco Voice network deployment models and the functioning of voice network devices.
  • Experience with Voice over IP (VoIP) and Performance Management Tools, with a focus on integration.
  • Familiarity with Telecom infrastructure protocols, including ISDN and analog signaling.
  • Ability to work in a 24/7 business support environment.
  • Cisco Voice platform experience, including CUCM, UCCE, and UCCX platforms.
  • Excellent communication and collaboration skills, with experience working with Third Party Providers and Original Equipment Manufacturers (OEMs).
  • Advanced remote and on-site troubleshooting skills, including system design issues, upgrade plans, and technical documentation creation.
  • Point of contact for service delivery issues, pending work, and escalations.
  • Team support and process improvements through individual contributions.

Maintaining accurate and up-to-date technical documentation is essential for this role.

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