Engineer, Client Service Desk

Job Description

Position Title	IPT Senior Escalation Engineer.
Practice	Cisco Managed Services
Location	Hyderabad

Position Purpose

As part of our Managed Services, you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.

We are currently seeking an experienced IPT Senior Escalation Engineer. In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco IPT solutions involving the Unified Contact Center Enterprise and Unified Communications product suites. You will leverage your knowledge and experience with problem resolution of CVP applications, IP/IVR systems, Cisco Call Managers, Cisco Unity, SIP and Voice Gateways including:

• SIP protocols

• Voice Gateway support and administration

• Cisco CUBEs

• ICM (IPCC, CVP and CTIOS) support and administration (Optional)

• IP Telephony Solution Design and support

• Oracle ACME SBC support and administration (Optional)

Preferred Technical skills and Experience:

• 5 years’ experience configuring and supporting complex IPT solutions with Cisco Unified Call Manager, Cisco Unity Voice Mail, Cisco ICM (IPCC, CVP, and CTIOS) and Oracle ACME.

• Strong experience troubleshooting Cisco Voice Gateways and Oracle ACME SBCs.

• UCCE (IPCC) Enterprise script, design, deployment and/or support experience

• SIP deployment and support experience

• Demonstrated ability to perform complex problem isolation within Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols

• Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLAN’s, Bandwidth modeling and VoIP infrastructures

• Experience configuring and troubleshooting Voice Gateways and SBCs.

• SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis helpful

• Cisco Emergency Responder (CER)

• Leadership & Certifications:

· Cisco Certifications (i.e., CCNA, CCNP, CCIE, etc.,)

• Excellent documentation, presentation, and problem-solving skills

• Excellent communication skills and client-facing skills

• Provide mentoring and support to junior support staff members

• VOSS support and administration (Optional)