IT Telephony | 5 to 9 Years | Multiple Locations (Pune, Chennai, Noida)
Job Description:
We are seeking a skilled IT Telephony professional to join our team. In this role, you will independently handle user tickets, change requests, troubleshoot faults, and collaborate with external vendors and internal engagement representatives at Capgemini.
Your responsibilities will include gathering and understanding business requirements, translating them into technical specifications, and ensuring successful implementation. It is important to note that this role requires flexibility to work in rotational US shifts and handle emergency situations or outages, when necessary, even outside of regular office hours.
Key Responsibilities:
- Work independently on user tickets, change requests, and troubleshooting faults.
- Interface with external vendors and internal Capgemini engagement representatives.
- Gather business requirements and translate them into technical specifications.
- Willingness to work in rotational US shifts.
- Be available to handle emergency outages or other situations that may arise outside of regular office hours.
- Follow established policies and procedures for configuring and maintaining Cisco Telephony systems.
- Analyze and standardize procedures to improve contact center operations efficiency and effectiveness.
- Coordinate efforts and communication between geographically and time-separated groups.
Primary Skills:
- Hands-on experience and at least L2 skills in Cisco Unified Contact Center Enterprise (UCCE), CUCM, Cisco Voice Portal (CVP), and voice gateways.
- Good knowledge of Cisco UCCE, CUCM architecture, deployment models, and components.
- Proficiency in Cisco UCCE call flow scripts.
- Proficiency in Cisco CVP scripting.
- Troubleshooting skills at least at L2 level for UCCE, CUCM, and CVP related issues.
- Hands-on experience with CVP Micro apps and knowledge of VXML applications.
- Experience in VXML Gateway configuration and troubleshooting.
- Knowledge and experience in Cisco WebEx Enterprise and AWS Connect cloud telephony.
- Knowledge of Cisco Unified Intelligence Center Reporting (CUIC).
Ref: 1611629
Posted on: Jun 1, 2023
Experience Level: Experienced
Contract Type: Permanent
Locations: Pune, Chennai, Noida
Department: Financial Services
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