| Desired Competencies (Technical/Behavioral Competency) | ||
| Must-Have | · Must have experience in administering and troubleshooting Cisco CUCM, CUC & other Cisco Voice Services
· Expert in troubleshooting on Cisco Contact Center platform (UCCE/UCCH/CVP/CUIC/PG/VXML Gateway, CAD, QM WFM) · Must have expert knowledge on Cisco Contact Center Application design & Integration · Must have skill to articulate the overall design to the customer IT and the business team · Hands On Experience to setup the new Contact Center (UCCE/PCCE), ICM Scripting, Call Flow Changes & schedule holiday · Must possess good troubleshooting skills and ability to Analyse Cisco CUCM, PCCE, to identify and resolve system issues. · Must have good hands-on experience on Cisco CUBE (Cisco Unified Border Element). · Experience on Recording Server (NICE, Variant, Cale brio or other) |
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| Good-to-Have | · Administration and Maintenance (CUCM, CUC, CUIC, CVP, CUCCE, PCCE)
· New Contact Center setup (UCCE/PCCE) and call flow changes · Expertise to troubleshoot an issue at high level · Must have Capability to read the logs to identify the cause of issue · Should have knowledge of third party application integration |
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| SN | Responsibility of / Expectations from the Role | |
| 1 | · Administration and Maintenance Voice and Video operations on Cisco Voice & Video Infra | |
| 2 | · Review the current infrastructure to identify potential quality improvements | |
| 3 | · Manage the routine operational works, Incident, Change & Problem | |
| 4 | · Responsible for afterhours upgrade/maintenance support as needed or assigned. Follow the CR process and get the CR approved as needed | |
| 5 | · Handling of time sensitive Critical Incidents (P1/Sev-1 incidents) | |
| 6 | · Assists with small to intermediate projects, performing the work defined by the project plan, monitoring progress on all assigned projects, and communicating project progress and/or problems to manager on a timely basis | |
| 7 | · Ability to work within a team-oriented environment including the flexibility to adjust hours for proper departmental coverage (vacations, illness, etc.). | |
| 8 | · Responsible to Create the SOPs, KB Article and get approval from customer | |
| 9 | · Analyse the infrastructure & find the Gaps & make mitigation plan | |
| · Analyse the scope of Automation | ||
| 10 | · A positive attitude and collaboration skills are essential | |
| 11 | · Self-driven, accountable, responsible, and resourceful with a strong sense of urgency | |
| · Should be a good Team player and be able to groom the other team member | ||
| · Should conduct training & knowledge share sessions to internal team | ||
| · Act as a point of contact for all service delivery issue/ pending work/ escalations | ||
| · Participate in routine operation & client meetings | ||
| · Good Knowledge on Contract & SLA | ||
| · Excellent Communication & Conversation skills (Verbal & Writing), Strong analytical & problem-solving skills |
