Ipt - Cisco Call Manager

il y a 3 semaines

Zaventem, Belgique HCL Tech Temps plein

When you are part of a $10+ Bn company that’s been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.

Started in 1999, HCL in Europe has provided an integrated suite of services — IT services, infrastructure management, engineering and R&D, and business services, to customers throughout Europe. HCL has developed world-class innovations and works closely with customers through Relationships that go Beyond the Contract. Through the years, HCL has won many vital European contracts, putting it at the highest of the ECU Service providers list.

Here is an opportunity is to be part of HCL Technologies

**Title of role - **IPT - CISCO Call Manager

**Location **- Zaventem, Belgium

**Employment Type - **Permanent

**Experience level needed** -: 8 -10+ years.

**Role definition**

You will be responsible and accountable for end to end Infrastructure operations Conceptualizing and developing prototypes quickly in working with the product and architect with experience in Cisco Call Manager, Voice gateways & Unity Connection voice mail services

**Expected qualification and critical experiences -**
- 8 -10+ years of experience in Cisco Call Manager, Voice gateways & Unity Connection voice mail services, Attendant Console, IM&P, UCCX and Expressways
- Cisco Unified Communication & Collaboration: expert who can conduct “as-Is” studies of existing requirements, design future state solutions and help in E2E implementation of IPT Platform
- Conceptualizing and developing prototypes quickly in working with the product and architect.
- Engaging in engineering and development discussions, contributing to the conversation, providing your own opinions, asking thoughtful questions for clarification, and enriching the environment.
- Hands-on experience on CUCM & Unity Connection version 8.x - 12.x
- Have clear understanding on VOIP protocols like SIP, H.323 and MGCP
- Hands-on experience on Cisco C series and B series server along with Esxi 5.0 or 6.0
- Strong knowledge on configuration and implementation of Cisco UCC.
- Feature configuration experience like Jabber, SNR, Presence, hunt groups, Hunt pilot, Voice mail boxes, TAPI.
- Understanding of CUCM, Gateways & Unity connection prevent & maintenance & backup/restore procedures.
- Documenting design and build to enhance the technical documentation of solution.
- Have clear understanding on Telecom infrastructure protocols like ISDN and analog signaling.
- Understanding on PLM, PCD for Migration and deployments
- Contact Center express deep understanding of Queues, Skill, team’s configuration etc.
- Have clear understanding about UCCX historical & online reporting & CAD and Finesse agent desktop.
- Excellent troubleshooting skills. Must be able to quickly identify and resolve network related issues in smallest possible time.
- Answer any questions related to design and architecture while on P1 Bridge.
- Must be able to participate and represent the team in Change and Incident management meetings.
- Should have good knowledge of ITIL Processes awareness and adhering.
- Should have experience on Gateways.
- Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
- Report on Telephony Problems within established time frames.
- Resolving incident cases.
- Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
- Incident tracking to ensure continuity across shifts.
- Vendor management with PSTN Service provide, OEM for resolution of tickets.
- Coordination of communication bridges during major outages
- Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service, etc.).
- Adhering to defined SLAs.
- Handling tickets / requests
- Troubleshooting technical issues
- Ensuring that defined processes are adhered to.
- Report regularly concerning key counters and measures of the voice network through health checks.
- Ability to work in large teams and manage project milestones.
- Ability to develop requirements based on client inputs.
- Performance/Status reporting to project leads and leadership.
- Ability to work effectively in a remote, virtual, global environment.

**Mandatory Education, Skills & certification -**
- Good understanding of SIP Protocols, Genesys Framework and Architecture
- Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
- Good troubleshooting experience in Genesys infrastructure.
- Good understanding of the following Genesys Products
- Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement.
- SBC Management

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