Description
Responsibilities- Resolving fault conditions on voice services remotely or at customer site.
- Technical support and enterprise routing
- Receives, owns, and resolves fault/outage events related to Cisco-based Contact Center platforms
- Performs installation, operation, configuration, customization and usage of assigned products
- Responsible for receiving and working trouble and change tickets according to specified time frames
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
SKILLS
Bachelors degree in Engineering - CS/EE or equivalent experience. 5-8 years experience in CISCO technical support. 2-3 years experience in CISCO ICM, Cisco CVP, Cisco IOS Voice Gateway, Cisco Call Manager, Cisco TAC procedure. Experience in Cisco IPIVR/QM, Cisco UCCE Enterprise and Express, Cisco. MUST have: Expert level experience supporting Voice Gateway, routing protocols(BGP)and strong knowledge of CISCO Call Manager and CISCO Cube-SP. Must have active CCNP - CCVP certifications OR equivalent experience, would ideally like both certifications but will take one. Must have familiarity with CISCO HCS/UCS, CISCO VOSS, CCNA Voice, and VOIP, TCP/IP. Must be creative, self motivated and ability to work with little guidance. Call Manager experience required. Knowledge of SIP Protocol & ALU would be a plus. Must be organized, thorough and able to effectively manage customers and internal process. Ability to understand and articulate technical information in a simple, concise manner required. Must be able to work in a fast-paced environment. Must be customer-focused and willing to interact with customers to address issues/concerns or inquiries associated with their Unified Communications Voice Services. Previous experience as a System Administrator of Call Manager/VOSS would be helpful. Must have demonstrated experience and truly worked in the trenches. DESIRED: ACTIVE - CCIE certification Voice (SIP, CUCM, H323) and Tier 2.5/3 experience.
Synectics is an Equal Opportunity Employer.