Description
Responsibilities- Supports design and deployment of Cisco UCCE based on the client needs.
- Provides CISCO technical support and enterprise routing experience.
- 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.
- May also complete and track move and change orders while completing associated change documentation and notifications.
- Manages issues to resolution, working with vendors, and vendors tiered support as needed.
- May lead design and deployment projects from pre-sales through handoff to support teams.
Bachelor's degree in Engineering preferred - CS/EE or equivalent experience 5-8 years experience in CISCO technical support.
Must have 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 WIM/EIM, VXML and Studio, ACEM Session Border Controller is desired.
Linux/Windows OS, MS Office suite, MS Visio.
The candidate will also have some or all of the following skills/certifications:
Cisco: The following certifications are desired along with one year or more of practical experience with UCCE, UCCX, CCNA (ICND1/ICND2), CCVP, CCIE, CUCM, CVP, CUPS CUSP, ACE Unity.
Cisco: IOS Voice Gateways and Gatekeepers.
Cisco: Cisco Data Center Unified Computing System, UCS VMware: vSphere Install, Configure, Manage VMware ESXi/ESX 4.x and VMware vCenter Server.
Microsoft: MCSE, MCP, MCP+I, SQL, Office, Project, Visio
Operating Systems: Windows Server and desktop various versions, Linux various versions Hardware HP Proliant Servers (various), Dell Servers, Cisco IOS Voice Gateway Routers, Cisco IOS VXMLVoice Gateway Routers, VXML Server/Nuance, Gatekeepers, and Catalyst/Nexus Switches, Verint WFM, and call recording administration and troubleshooting.
Required: Cisco UCCE, Cisco ICM, Cisco CVP, Cisco IOS Voice and VXML Gateway, Cisco Unified Call Manager, and Cisco TAC Procedure.
Strong written and verbal communication skills needed.
Desired: expertise in Cisco IPIVR/QM, UCCX, EIM/WIM, VXML Studio.
Synectics is an Equal Opportunity Employer.