Cisco Voice Engineer

Must Have Technical / Functional Skills

• UCCE Technical and Support Function
• Knowledge on CUCM
• Cisco UCCE working experience on the Cisco UCCE suite of call routing components and applications.
• Comfortable engaging in real-time triage conference calls to troubleshoot complex contact center routing and IVR issues.
• IVR support, analysis and troubleshooting
• Ability to trace the logs
• Exposure to SIP, CTI, and gateways (SBC)
• Windows and Linux troubleshooting. And a solid foundation of computer and network fundamentals are required for this role
• Strong problem solving and diagnostic skills are essential to success for this position
• Verint Enterprise Call recording
• Oracle SQL or Microsoft SQL Experience Required9+ Roles & Responsibilities
• Troubleshoot complex contact center routing and IVR issues
• On-call rotation is required which will include weekends, nights and holidays.
• Ability to communicate clearly both verbally and written to multiple tiers of management.
• Working knowledge on ticketing tool, ideas on ticket SLAs, and resolve tickets in time. Contact Center Support Engineer position which handles level 2 break fix incidents, contact center deployments, application upgrades and service transformation initiatives for Optimum, Suddenlink and all BPO sites for Altice USA (Sales, Customer Service, Field Service, Billing and Collection, Product and Marketing)