Role: Voice and Video SME
Emp Type: Permanent Job
Interview: Phone/Skype
Location: Warsaw, IN
Relevant Experience:
6-8 years of minimum relevant experience in managing Voice and Video infrastructure in Cisco, Avaya, and Polycom technologies
Technical/Functional Skills:
Cisco Call manager, Unity connection, Call center express, Cisco emergency Responder, Attendant console
Avaya call manager, Modular messaging, Attendant console, Avaya call center, CMS, IVR, , SES and eCAS
Cisco Bridges (8510, 8700), VCS-C, VCS-E, TMS, TMSXE, Conductor, Cisco Video endpoints and Jabber
Polycom endpoint, integration with different bridges.
SIP, TCP/IP, MGCP, H.323, H225, H245, G711, G729, RTP, UDP protocols
Hands-on experience on Avaya and Cisco - Call Manager, Contact Center, Attendant console
Configuring and troubleshooting of Avaya and Cisco voice mail messaging
Hands-on technical knowledge - Configuring and troubleshooting of Cisco Video infrastructure MCU, VCS-C, VCS-E, TMS, TMSXE, Conductor, Jabber, Cisco Video endpoint, Cisco Telepresence
Polycom Endpoint knowledge
Roles & Responsibilities:
Manage the routine operational works, Incident Tickets, Services Requests, and Tasks assigned though ITSM ticketing tool or different other sources related with Voice and Video support
Responsible for afterhours upgrade/maintenance support as needed or assigned. Follow the CR process and get the CR approved as needed
Handling of time sensitive Critical Incidents (P1/Sev-1 incidents)
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.
Ability to work within a team oriented environment including the flexibility to adjust hours for proper departmental coverage (vacations, illness, etc.).
Certifications:
CCNA Collaboration, CCVP, ACA, ACIS or ACSS
Desired Characteristics:
Ability to work standalone and or with vendors to resolve Critical P1 incidents
Willingness to work off-hours maintenance activities and handling P1 incident tickets, as needed
Good written and verbal communication
Self-driven, accountable, responsible and resourceful with a strong sense of urgency
Common sense and integrity a must – Know when to highlight critical issues despite perceptions
A positive attitude and collaboration skills are essential