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SENIOR TECHNICAL MANAGEMENT ENGINEER - ADG Online Solutions Pvt. Ltd.

Date Posted: Oct 14, 2020
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Job Detail

  • Location:
    Faridabad, Haryana, India
  • Company:
    ADG Online Solutions Pvt. Ltd.
  • Type:
    Full Time/Permanent
  • Shift:
  • Career Level:
  • Positions:
  • Experience:
    3 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Apr 13, 2021
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Job Description

  • Manage Remote Technical Support UCCE/ UCCH contact centre platforms at global customer sites
  • Incident & change Management supporting Cisco UCCE/ UCCH Contact Centre Platforms
  • Experience on Cisco Hosted Contact Center for UCCE platform.
  • Incident management : Able to triage incident using stated customer impact v/s call
  • Understand call routing, its component and their role in delivering Contact centre services
  • Work with customer SME to replicate the incident, verify resolution of the incident
  • Ability to understand issues related to non ICM platform, engage suppliers, able to connect dots with platform troubleshooting team and external vendors
  • Cisco ICM/ CCMP/ CVP/ CUIC .
  • Understand features of the platform
  • Understand integration of various components and its role in delivering contact centre services features
  • Deep understanding of IVR management uploading, changes, integration with Script and support changes using ISE.
  • Scripting for call flow change or Holiday request.
  • Cisco Call Manager at some instances
  • Cisco IPCC & UC Skills - CUCX, CVP, CUCM, Cisco IM & presence
  • Should be ready to work in 24/7 business support environment
  • Should be having work experience on CUCM/ UCCE/ UCCH/CVP/ CUC platforms
  • Must have experience managing contact centre services
  • Part of In-life support team of CC services
  • Understand and can interpret CC performance reporting tool v/s customer issue or improvement required.
  • Should have strong verbal & written communication skills.
  • Sound understanding of end to end VOIP Telephony Architecture Essential Requirement Cisco UCCH/Cisco CVP/ UCM/ Voice Gateways and Voice XML/ Cisco Routing Technology
  • Good to have Verint solutions/ VMware + vCenter/Linux.
  • Having the knowledge with Basic Troubleshooting of Network and networking devices like Switches , Routers.
  • Working and Troubleshooting on routing protocols

You'll have the following skills & experience

  • Cisco IPCC & UC Skills - CUCX, CVP, CUCM, Cisco IM & presence
  • Cisco ICM/CCMP/CVP/CUIC .
  • CUCM/UCCE/ UCCH/ CVP/ CUC platform
  • CCNA-R&S / Voice certification is added advantage.

Benefits

Skills Required

Job is expired

Company Overview

ADG Online Solutions Pvt. Ltd.
Faridabad, Haryana, India
0 Current Jobs Openings

ADG is techno-marketing company. Over the span of a decade, we have been providing Services in Artificial Intelligence(AI), Machine Learning, IOT, analytics, data science, software application development, mobile apps development for resolving the bu... Read More

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