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Job Description

Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco IPCC Express, Cisco Voice
Gateway, Cisco IPT and Nice Logger.
PBXs like Nortel / Avaya.
Studies and standardizes procedures to improve efficiency and effectiveness of ACD Call Center Voice (Genesys,
Rockwell/Spectrum/ Nuance) operations.
Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice
network devices.
Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools
Have worked on Cisco Unified communication products like Cisco Unified Communication Manager, IPCC Express,
Cisco Unity Voicemail, and Cisco Call Manager express.
Good implementation/troubleshooting experience on Cisco IPT & IPCC Express
Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.
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.
Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems &
OEMs for incident resolution.
Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans,
creation of technical product documentation, up gradation & site coordination.
Initiates network improvement recommendations based upon experiences in field
Provide onsite operations and admin consultancy during system administration & maintenance
Performs Root Cause Analysis
Track and update key performance metrics
Manages and overseas shift handover process
Act as a point of contact for all service delivery issues/ pending work/ escalations
Project Management
Provide team support and process improvements through individual contributions
Maintain and Update Knowledge Base and documentation
Initiate and implement processes improvements.
Perform change management in accordance with change management procedures
Perform capacity and performance and report whenever exception is reported and takes remedial action
Handles escalations
Participate in routine operational meetings
Ability to work with 3rd party vendors, OEMs and Product suppliers.
Knowledge on Contracts and SLAs
Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.
Skillset required
Knowledgeable and experienced with the following:
Utilizing multiple types of VPNs (Cisco AnyConnect, Citrix, SecureLink, etc.)
RDP and Putty (SSH)
Windows OS - Must be able to start/stop windows services, install/uninstall applications
Cisco CLI and Web Interfaces (CUCM, CUC, CUIC, MediaSense, etc.)
SFTP - Must be familiar with setting up sftp/ftp sites using freeFTPd or similar application
Stopping and starting of services of multiple Cisco contact center products (UCCE, CUCM, UCCX, CAD)
Documentation - Must be able to follow documentation to complete the maintenance.
Record keeping - Must be able to record/document the steps you taken to complete the maintenance or get to the
point youre at, to allow the next engineer to take over or to help the manufacturer (Cisco) understand how you've
gotten to where you are at.

Skills required :

1. Good Knowledge of Voice Networking Call Manager, VOIP, Call centre, Application Networking, Voice
Gateways, Gatekeepers, SIP,H323, IP telephony, Unity Voicemail and Unity connection.
2. Good Knowledge on Contact Center products such as Enterprise and Express, CER, Customer Voice
Portal, Cisco Outbound Option, CUBE and CIM.
3. Understanding of Data center Technologies including Storage Area Networks (SAN), virtualization
(VMware), and Cisco's Unified Computing System (UCS).
4. Troubleshooting and resolution of issues with both hardware and software and preform Root cause

Plans and executes UC\UCCE Upgrade and Migration activity 7. translation rules and SIP trunk related at the Ingress GWs for calls to get terminated at UCCE Makes all the required Call manager configurations to make Agents Contact Center specific agents Creates CTI route point configurations to create internal numbers to call within Contact center clusters Creates Hunt groups and required configurations to support Call manager routing as per the scope of the call flows Creates the LABEL formats for calls to get routed to external numbers via Contact center Creates Voicemail profiles specific to Contact center needs for after -hours routing etc Creates Remote agent configurations (LCP/RCP) and mobile agent configurations/Jabber phones for the Contact center agents Works as a main point of contact for the IPT-CONTACT CENTER Integration pieces to work Troubleshoots the issues while developing projects from calls initiation till calls landing at agents. 5. High and Low level designs (HLD. Assessment reports and other documents needed for consulting & implementation.if issues arise at the GW or Call manager side Will be responsible for developing the test plans (Integration/System Test plans) for Contact Center applications and be responsible for performing End-to-end testing for Contact center applications that get developed by Contact center development team and generate results . Solarwinds) 10. Prepare test case document for perform the test cases for network readiness. 9. 3. Integration and acceptance test plans. Ensure service delivery as per the SOW\SLA.Avaya / Nortel / Verint / NICE etc. Knowledge of other manufacturers voice products . Performs analysis and diagnosis of UC & UCCE networking problems 4. Tivoli. Assists customer with deployment of related tools that support a customer and related Network Management Systems Configures GW dial-peers. IPCC Enterprise script. Netcool. Working knowledge with network monitoring and troubleshooting tools (Cisco Prime. 8. hands-on experience in deploying (managing deployments) multichannel / Omnichannel / Unified Queuing solution would be preferred Roles & Responsibilities : 1. Able to work directly with customer. deployment and/or support experience. 2. design. account teams and business units to build Customer Requirements Documents (CRDs). prognosis. Builds simulated UC\UCCE networks in test labs to resolve problems and compatibility issues 6. Provide team support and process improvements through individual contributions 6.analysis. 5. LLD).

CUBE Cisco Call Center . SIP and other multimedia protocols. Should have knowledge and skills to configure Cisco Voice and UC solutions based on Cisco Unified Communications Manager (CUCM) and other Cisco UC products. & Netscout Cisco switches 2900 . Must be hands-on on these Should possess excellent skills in configuring Call Manager configurations to provide Mobile agent and ACD functionalities to the Call Center agents using the Cisco Call center desktops Proficiency in using Cisco Unity Manager and skilled to configure Call handler (Auto Attendant) and understanding of IP Messenger and related protocols Proficiency in working on IOS Gateways Experience in the below is required/highly desirable ( While experience in protocols of point 2 is a MUST) IP telephony IPT. Should have strong Knowledge of H. Video and UCS platforms Cisco Call Manager (10.7600 Should possess excellent communication skills and able to converse very fluently in English Flexibility in getting aligned to the multi-regional deployment models and be able to work in different time zones during UAT. RTMT. Should have strong knowledge on voice codecs and related protocols G711 and G729 Good technical knowledge of TCP/IP networking and protocols. Quality-of-Service and Voice and Video Conferencing. deployment and GO-LIVE periods and be able to stretch The IPT Engineer should have STRONG inclination towards learning Cisco Contact Center application development and deployment methodologies In addition to IPT activities.Will be working on creating required reports on CUIC as per the Business needs.Cisco Prime. MGCP. VoIP. SCCP. the chosen Engineer will be responsible for developing the test plans (Integration/System Test plans) and be responsible for performing End-to-end testing for Contact center applications that get developed by Contact center development team and generate results . Cisco Routers 800 . Voice Gateways.Understanding of UCCE and UCCX Network Management .X) and Unity Messaging (10.323.X) Products VMWARE knowledge UC applications Cisco Unified SIP Proxy (CUSP). Experience in developing software configurations for integrating Cisco IOS Voice Gateways and VXML Gateways with UCCE and also in configurations integrating Call manager with UCCE is a MUST.6500.

Bachelor in Engineering/B. Unity is desirable MGCP. Router – Router Active ?? Active Active Pgagent active standby ?? what about opc ?? Active Active Why we need JTAPI ?? PIM is not coming up. Logger will have private nw ??? No. What is translation route ?? Diff bet send to vru & translation route to vru?? Router A – Router B MDS is down what is the impact ?? Dumplog why we collect ?? If lgr A is down What is impact ? If side B Central controller down what happens ? What issues you resolved on project ?? Diff in OPCTEST & PROCMON ? Debug traces in UCCE ?? How to check E1 is up or down ? Gateway commands sh e1 controller SIP Protocol ?? . What you will do? ECC variables are installed are not where to check ??  in ADS VRU types ?? Which type you are used so far ? How to check On which script call is heated ?? How do I come to know on which script call is landed.E/B. Tech and/or required equivalent is a MUST (or) Four-year degree in computer science or related area of study preferred Must have 7-10 years of experience working on Cisco IPT and VoIP technologies out of which 4 years of working experience on Cisco IPT integrating with Contact Center Having training and possessing certification on CIPT 1 & 2.

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