Sr Engineer (Support & Operations)

Job Summary

•        Troubleshooting and providing support of CISCO IP Telephony for various clients for 24/7.

•        Handling MACD issues.

•        Monitoring and analyzing existing VoIP networks and computer systems (CUCM).

•        Using BAT for various administration and implementation purposes.

•        Providing calling privileges using partition and CSS as per client requirements.

•        Creation and configuration of Device Profile & end users

•        SRST configuration and troubleshoot remote site telephones.

•        Attending daily status report and incident management calls

•        Configuration and troubleshooting of voice interfaces: FXS,FXO , Fax. Configure the call hunt for more call coverage option.

•        Configuration and troubleshooting of Extension Mobility and Extension Mobility Cross Cluster

•        Configuration and troubleshooting of User features like Call forwarding, speed dial, zero opt out etc.

•        Analyze the call flows for the root cause analysis of the issues.

•        Assist peer engineers to troubleshoot various complex issues.

•        Management and Monitoring of CUCM Cluster.

•        Troubleshooting of Voice Gateway protocols like H.323 and SIP.

•        Management of Voice Mail users.

•        Configuring Router as Voice Networks

•        Managing Dial-plan using Translation Pattern, Route Pattern, Route List, Route Group and        Local Route Group, Calling and Called transformation mask, FAC and CMC

•        Served as onsite technical assistant for remote troubleshooting.

•        Configuration of Single Number Reach (SNR).

•        Updating client with regular activities reports.

•        Hands on experience on Nice – Voice Recording

•        CCNA- Voice Certification will be an advantage

Key Responsibilities

1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements.
4. To provide technical guidance to junior developers.

Skill Requirements

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Other Requirements

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