Cisco Collaboration

4 days ago

Bengaluru Karnataka, India Black Box Full time

**Primary Roles & Responsibilities**:

- Manage, support, and troubleshoot Cisco Unified Communications products including Unified Communications Manager(CUCM), Unity Connection(CUC), IM & Presence(IMP), Contact Center Express(UCCX), and Expressway Clusters.
- Strong understanding and knowledge of Cisco voice gateways, CUBE, and other SBC's.
- Strong understanding and knowledge of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP
- Strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP
- Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, Packet Capture tools etc.
- Knowledge of UCCX Scripting will be considered as an added advantage.
- Manage Tickets, incident, problem, change & development requests via ITSM
- Learn to understand the customer environment (technical and political) and when to escalate.
- Participate in the modification and continual improvement of the both the professional services project documentation and related processes.
- Assist remote technicians in troubleshooting whenever required.
- Work with Vendors and Telco's whenever required.
- Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that Black Box supports.
- Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
- Perform other duties as assigned

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