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Sr. Analyst -UC Voice Support

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  • Manufacturing & Production
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Job Details

List the essential functions (i.e. key responsibilities with expected end results), which must be accomplished in order to fulfill the purpose of your position as described above.Provide level 1 and 2 operational support and support level 3 issues as required.Proficient in designing voice infrastructure, co-ordinate with vendor for necessary information.Understand and work within the EVI design and strategy that covers the entire enterprise. Be able to support voice functions, integration, and cost effectiveness, while meeting all business needs and concerns.Expertise on different PBX servers especially CISCO.Experience on Unified Communication, Voice & Voice Mail, EMail, IM, Speech Access, Desk Call Control using Communicator and Desk Phone Bridging/redirectionAble to manage small and medium d projects independently following ProLaunch(Internal to Eaton) methodology.Knowledge of functionality and benefits of voice core.Expert knowledge of network architecture design principles, practices, implementation and LAN/WAN maintenance.Knowledge and experience in Cisco Unified Contact Center platforms in a Support positionExperience in moves/adds/changes (MAC) in large Cisco Call Manager environmentsSkill in effectively serving a diverse customer baseAbility to communicate effectively with senior managementExperience in Cisco ICM and IPT platforms a mustWorking knowledge of Cisco Unified Contact Center componentsKnowledge and experience in moves/adds/changes (MAC) in Cisco Unified Intelligent Contact Management (ICM), Cisco IP Contact Center (IPCC) and Cisco Unified Communications Manager (CUCM) systems Excellent communication & presentation skills.Incident receipt/documenting/resolution/escalation for Voice & Collaboration services in follow-the-sun support model.Support planning and implementation of international Cisco voice systems. Provide input to design, program/project plans, implementation plans, and support global enterprise voice communications architecture, within the Eaton network solution. Support the current ongoing international multi-program initiative to realize this is Eaton Corporation sEnterprise Voice Infrastructure (EVI) program.Provide input to the management of the vendors in the implementation of voice systems and their interconnectivity.Provide support to the engineering functions working in regional or business unit centered 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.Understand and work within the EVI design and strategy that covers the entire enterprise independent of units or regions.Be able to provide clear and concise incident and problem escalation communications to the support and engineering 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 modelBasic Qualifications (Including Educational Requirements)Strong vendor coordinationt, contract management, and negotiation skillsDesign, install and support of Cisco Call Manager, Unity, IPCC (UCCE/UCCX) and associated Voice Applications.IP Telephony systems administration, configuration, and implementationKnowledge of TCP/IP, VoIP and WAN networksExcellent troubleshooting skillStrong communications skills5+ years consulting experience with Cisco productsBachelor's degree in Information Systems / Computer Science or equivalentCCNP-Voice (CCVP)- REQUIRED at a minimumCCNP Voice - a plus.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-8


Operations | Non Voice Process - Both BPO Type | Technical/Process Training | Voice & Accent Training
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