L2 Cisco Infra Engineer

Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.
• Cisco ICM/CCMP/CVP/CUIC & troubleshooting.
• Scripting knowledge for creating a new call flow and should have good understanding in the modification of existing ICM Script.
• Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.
• Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco Voice Gateway, Cisco IPT and Nice Logger. 
• Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices. 
• Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools  
• Have clear understanding on Telecom infrastructure protocols like ISDN and analogy signalling. 
• Should be ready to work in 24/7 business support environment
• Should be having 4-7 years of experience on Cisco Voice platform.
• Should be having work experience on CUCM/UCCE/UCCH/CVP platforms
• Should have strong verbal & written communication skills
• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution. 
• Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
• Performs Root Cause Analysis & Track and update key performance metrics 
• Act as a point of contact for all service delivery issues/ pending work/ escalations 
• Provide team support and process improvements through individual contributions 
• Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements. 
• Perform change management in accordance with change management procedures 
• Handles escalations & Participate in routine operational meetings & Knowledge on Contracts and SLAs 
• Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.