Position: Cisco Voice Level2 Support Engineer,
Location: Irving-TX,
Duration: Full Time
Job Description:-
The position is part of Global Voice Operations team. This is a 24X7 operations team supporting Cisco Voice Infrastructure. Engineer will be responsible for managing technical excellence within the Voice Team and providing 2nd level technical assistance. This role includes problem management, client liaison, technical architecture and product development. Apart from this, engineer will provide 2nd Line Support for supporting analysts, end users and delivering functions under the Enterprise Voice Portfolio. Support typically takes the form of investigating and resolving problems, incident handling. Availability and performance monitoring, routine start-up and close-down and maintenance of operating plans and schedules.
This individual will have experience in administering and support of Cisco voice technologies as well as good understanding of IP telephony supporting contact Centre environment. Flexible work schedule is a requirement, must be able to work nights and weekends when necessary.
*Important thing is candidate should know English, Spanish, Portugal language*
Knowledge/Experience:-
• Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.)
• VPN and other remote connectivity
• Cisco switches, routers and firewalls
• Avaya Product Knowledge is added advantage.
• NICE Recording Knowledge.
Skills:-
• candidate should know English, Spanish, Portugal language
• Extensive Voice systems administration experience within financial services industry.
• Knowledge and understanding of Voice network system requirements and standards.
• Knowledge, experience and leadership around Voice Network technologies, including the following:
• Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways,
• Cisco Unified Communications/Voice Conferencing/Webex.
• Cisco Unified Contact Center Enterprise (UCCE/ICM/CVP), Call Recording, Voice conferencing and collaboration
• Carrier Management.
• Any background in Data Network technologies such as routers, switches and firewalls is a plus.
• Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323
• 4+ years Voice/Data Network specific experience
• Work closely with business partners on telephony related issues to assess impact and manage client
Qualifications:-
• Cisco Unified Call Manager and Cisco Unified Compute System certification on VoIP systems
• CCNP – Voice (CCVP) (Preferred)
• Working knowledge of LAN/WAN and data networks.
Key Responsibilities:-
• Overseeing the support and business as usual tasks of the Cisco Call Manager, Cisco Unity and Cisco
• Handle incident and service requests and resolve within the agreed Service Level Agreement.
• Diagnosing faults and providing complete resolution to customer satisfaction.
• To produce knowledge articles and information to be distributed amongst the team.
• All client documentation and run book information is kept up to date.
• Systems are optimally configured and information contained is current e.g. maintenance of User accounts the proactive system maintenance etc.
• Involvement in service level meetings when appropriate.
• Act as a point of contact for all customer escalations.
• Client satisfaction and user communications.
• Achievement against service level and first line fix of calls.
• Assist with production of monthly reports for senior management
• Documentation of lessons learnt to be fed back into the system so minimizing end-user calls.
• Quality updates into the ticketing system
• Perform administration, configuration of Cisco systems
• Ensure asset management and inventory are kept up to date
• Ensure preventative maintenance is completed as specified by customer
• Partner with internal customers and communicate changes and issues on the call recording platforms
• Coordinate, test, and implement applications and technology through projects and initiatives.
• Identify applications and systems that require updates and coordinate the implementation with the business owner.
• Analyze issues and performance problems that impact the ability to conduct business Break/Fix Support.
• Ensure that all relevant information has been collected related to Cisco systems and correlated and analyse the data where applicable.
• Proactively manage open incidents, provide regular updates on status.
• Work with Cisco/ and or partners (within customer subject matter experts and Cisco Tier 3 engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue).
• Prepare and produce root cause analysis reports.
• Collaborate with customer subject matter expertise and external partners for installing customer/vendor certified patches.
• Create installation and troubleshooting documentation, when necessary.
• Programming with an understanding of the business reporting requirements and providing support to operations to understand or interpret reporting metrics and service levels.
• Identify/recommend infrastructure upgrades and improvements based upon industry best practices and the Cisco Lifecycle Services Approach.
• Performs routine system administration and maintenance on local or remote locations with no impact to the business.
• Participate in 24/7 support and on-call rotation, including incident management duties.
