Log In
Sign Up
Telecommunications
HCL Technologies Limited Hiring For SPECIALIST at Noida Full Time
Job Description
Job Description (Posting).
Job Description:
Hands on Experience in implementation and troubleshooting the Cisco CUCM/UCCX/CUC/Cube/Gateway.
Experience with Cisco Unified communication Solution including Call Manager(CUCM),Unity Connection(CUC), Voice Mail, CDR, Gateway
Knowledge and Experience with configuring and troubleshooting Cisco Voice Gateways.
Experience with CUBE configuration and troubleshooting.
Troubleshot call routing issues using debugs and traces to identify and correct issues.
Configure dial plan with calling restrictions by using a combination of calling search spaces, partitions, translations, dial peers, translation rules and translation profiles.
Hunt Groups, Call Pickups, Voice mail, ACD routing and scripting, IVR flow design and understanding and SIP, provisioning and supporting existing/new infrastructure Moves, Adds and Changes to voice gateways , CTI Agents, Cisco Switch, T1/E1 and Call Routing.
have Experience on third party device (Nortal/Avaya/Siemens)integration with Cisco platform
Maintain and administer UCCX cluster.
Incident handling and management. Assess and diagnose escalated problems.
Preparing and implementation of day-to-day Plan of Action with respect to smooth operations.
Proactively analyses, troubleshoots and resolves telecommunications systems and circuit issues in a timely manner.
Ensure resolution of all open tickets and verifies all issues were properly resolved and documented.
Interacts with end-users (including internal & external clients) in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business.
Maintaining documentation for SOPs, Uptime Reports Weekly, and Monthly tickets
Responsibility for documenting the configuration of the system
24/7 availability for remote support also apart from regular office hours
Communicate and stay in touch with the various Service Management deployment And Voice engineering teams and give support where required.
Self-coordinate activities and provide a transparent overview over performed and upcoming activities.
Provide reports, risk lists, open issues/task and financial overview where required.
Excellent verbal and written English communication, interpersonal and customer service skills.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Qualification
B-Tech
Skill (Primary)
DWP-UCC-Network Voice
