Voice and Video SME

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

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