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Lead Analyst - UC Voice Support

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  • Manufacturing & Production
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Job Details

Primary Function of the role includes but not limited to *Voice Service and Support analyst with proven experience and strengths in problem resolution, customer service/management, and support. Must be able to follow ITIL standards and processes. Candidate must possess strong verbal and written communication skills.Ability to provide voice Service and Support across the Eaton Corporation enterprise voice communications systems and networks (PBX s, voice servers/gateways, voice applications include call center systems, and work with IP/TDM Networks). Experience in technical operations support and telecommunications service and support.Essential Functions of the role are as follows *Provide level 2 & 3 operational support for Cisco PBX and Contact Centers.Ensure effective operation and management of all communications systems.Responsible for problem resolutions leveraging proper channels including suppliers and internal resources.Build and maintain effective peer and partner relationships in order to drive results and efficiencies.Lead the effort to define and deliver the strategy, services and capabilities in the areas of voice, video and real-time collaborationDeploy and institute solutions that support or enhance the common set of real-time services, products and capabilities used throughout the enterpriseEstablish and track metrics and measures to define the success and business resultsParticipate in communities and forums for continued business inputs & responses and sharing best practices.Support planning for Enterprise Cisco voice systems. Provide input to design, project plans, implementation plans, and support global enterprise voice communications architecture, within Eaton network solutions.Provide support to delivery functions working in regional or business unit projects.Be able to lead conference calls, web exchanges, and meetings and provide detailed information, task follow-up, and guidance for all support related issues.Be able to support voice and call center functions, integration, and cost effectiveness solutions, while meeting all business needs and concerns irrespective of region or business units.Be able to provide clear and concise incident and problem escalation communications to the senior support, design and delivery teams for resolution of infrastructure issues, outages, incidents, and ongoing problems.Support QOS and trending of Remedy ticket information (e.g, monthly operational reviews).Provide the ability to communicate and effectively manage thru Eaton Corporation s horizontally organized Global Telecom operational support model as it evolves a follow the sun support model.Gather regional requirements for Unified Communications systems & services as input to Enterprise solutionsEnsure Unified Communications services are performing as expected.Provides guidance & leadership to less experienced engineers.Basic Qualifications (Including Educational Requirements)Strong administration knowledge of Cisco Call Manager (CUCM) and Unity Connections.Strong knowledge in Cisco IVR/ ICM/ UCCE / Gateways / CVP /CUIC/ Finesse /Jabber including scripting, configuration and call routing, ICM DB mgmt.IP Telephony systems administration, configuration, and implementation preferably multi-vendor solutions including Avaya.Knowledge of TCP/IP, VoIP and WAN networksExcellent troubleshooting skillsStrong communications skillsStrong vendor management, contract management, and negotiation skills7+ years consulting experience with Cisco productsBachelor's degree in Information Systems / Computer Science or equivalentCisco Voice Certified.
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 7-12


Application Programming | Configuration/Release Mgmt | Network Administration | Systems Programming
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