Cisco Collaboration - L2

Job Description

Primary Roles & Responsibilities:

• Manage, support, and troubleshoot Cisco Unified Communications products including Unified Communications Manager(CUCM), Unity Connection(CUC), IM & Presence(IMP), Contact Center Express(UCCX), and Expressway Clusters.
• Strong understanding and knowledge of Cisco voice gateways, CUBE, and other SBCs.
• Strong understanding and knowledge of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP
• Strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP
• Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, Packet Capture tools etc.
• Knowledge of UCCX Scripting will be considered as an added advantage.
• Manage Tickets, incident, problem, change & development requests via ITSM
• Learn to understand the customer environment (technical and political) and when to escalate.
• Participate in the modification and continual improvement of the both the professional services project documentation and related processes.
• Assist remote technicians in troubleshooting whenever required.
• Work with Vendors and Telcos whenever required.
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that Black Box supports.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
• Perform other duties as assigned