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Voice Network Engineer (Hybrid Job)

Sira Consulting, an Inc 5000 company
Portland, OR Full Time
POSTED ON 1/13/2025
AVAILABLE BEFORE 4/2/2025
  • Expert level understanding of Webex CCE Components, solutions, Call flow and Integrations.
  • Expert level understanding of UCCE Components, solutions, Call flow and Integrations.
  • Excellent understanding in IVR Call flow management and ICM Scripting.
  • Excellent understanding in VOIP protocols like SIP, H.323 and MGCP.
  • Excellent understanding and Strong Experience with Cisco Voice Gateways and CUBEs, other SBCs.
  • Strong Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unity, Cisco IM&P, Cisco Expressways, and Cisco IPT.
  • Experience in monitoring and mentoring of L1 / L2 teams and handling L3 level escalations in Cisco Webex CCE and Contact Center solutions.
  • Excellent Understanding of Cisco Webex CCE Management Portal and Management tools used with Cisco Webex CCE Solutions.
  • Good Understanding of IaaS Platform and Services.
  • Experience in training BAU Team on learnings, case studies and other solutions.
  • Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA.
  • Provide Level-3 support to Operations and Delivery to drive incident resolution.
  • Provide Recommendations to improve Contact Center platform stability.
  • Define Reporting, Monitoring and Alarming requirements according to Cisco best practices.
  • Consult on high severity incidents and complex work orders.
  • Should be ready to work in 24 / 7 business support environment.

    • Additional desired experience :

    • Third-Party Vendor Integrations with Cisco Webex CCE and Contact Center Solutions
    • Experience with modern cloud architectures and technologies

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