Primary Roles & Responsibilities:
+ Lead the day-to-day operations along with a team of L1 and L2 engineers to manage our customer’s IP Telephony and Contact Center environment.
+ Sound knowledge and the ability to configure and troubleshoot the following applications are required.
+ Cisco Unified Communications Manager (CUCM)
+ Cisco Unified Contact Center Express (UCCX)
+ Cisco WFM (Calabrio AQM)
+ Cisco Unity Connection (CUC)
+ Cisco Voice Gateways
+ Knowledge on Zoom Phone and Oracle SBC will be considered as added advantage.
+ Strong understanding of UCCX Scripts with the ability to develop new or modify existing UCCX IVR scripts.
+ Troubleshoot and resolve application issues related to IVR scripts and Finesse integration.
+ Configure voice gateways, CUBE routers as part of the Collaboration solutions
+ Strong understanding of security and privacy controls for voice systems and the ability to design and configure according to the current standar...