Module Lead

JD : Responsible for the configuration, integration, implementation and operational support of Voice solutions (both VoIP and Legacy PBX). ¿The Voice Engineer is responsible for overall voice operation, administration &management of customer network. ¿Responsible for performing advanced Support and routine complex troubleshooting activities, working independently under minimal supervision. ¿ Good knowledge in preparing RFO, RCAs, documentation, participate in RCA activities (root cause analysis). Key Accountabilities ¿Resolve customer requests, issues in line with customer agreements with agreed schedule to required quality standards ¿Ensure quality standards and customer satisfaction levels exceed targets Job Description: ¿ Experience in call centre design, implementation and support for Cisco based technologies. ¿ Determines work procedures, prepares work schedules, and expedites workflow: Studies and standardizes procedures to improve efficiency and effectiveness of Cisco Voice network operations. ¿ Must have the knowledge on Cisco Products viz. Cisco Contact Centre UCCX, PCCE (Cisco CVP, Cisco Finesse, ICM Scripting), Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco IPCC Express, Cisco Voice Gateway. ¿ Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices. ¿ Have worked on Cisco Unified communication products like Cisco Unified Communication Manager, IPCC Express, Cisco Unity Voicemail, Cisco Wireless Phones and Cisco Call Manager express. ¿ Good implementation/troubleshooting experience on Cisco UCCX, PCCE, IPT & IPCC Express. ¿ Have the knowledge on Cisco Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco IPCC Express, Cisco Voice Gateway. ¿ Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. ¿ Should have hands on experience on either Verint ¿ Have clear understanding on Telecom infrastructure protocols like ISDN and analog signaling. ¿ Maintain and update voice network diagrams and vendor information for voice network devices. ¿ Have very good troubleshooting and analytical skills. ¿ Work with Third Party Provider, assist in Problem resolution of telecommunication Problems. ¿ Performs advanced remote/onsite troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, upgradation & site coordination. ¿ Performs Root Cause Analysis. ¿ Tracks and updates key performance metrics. ¿ Acts as point of contact for all service delivery issues/ pending work/ escalations. ¿ Must be a good team player. ¿ Provide team support and process improvements through individual contributions.