Track Manager (Support & Operations)

Job Summary

• Implementation of UC solutions including Cisco, MS Teams Voice, Avaya and Aspect.

• Provide hardware / software / network problem diagnosis / resolution via telephone/ email/ chat for customer’s end users.

• Administer, troubleshoot, and manage Voice infrastructure.

• Co-ordination with Customer Stakeholders, OEMs, 3rd party Vendors, Telecom Service Providers as and when required.

• Project implementations, testing, troubleshooting and documentation.

• Prepare HLD, LLD for Voice solutions including Cisco, MS Teams, Avaya and Aspect.

• Configuration and troubleshooting of Cisco CUCM, CUC and voice gateways/ CUBE and SBC, Avaya Aura CM, Aura Messaging, Aspect and MS Teams Voice.

• Troubleshooting of call drops, quality issues and other incidents.

• CUCM & Unity connection 14.X and later versions

• SIP, MGCP and H.323 gateways.

• CUBE/SBC

• Basic Call routing and dial plan management

• Microsoft Teams Voice, Direct Routing, Operator Connect

• Voice Devices- Avaya, ASPECT

• 5-10 Years experience in the domain with hands on knowledge of Cisco, Avaya, MS Teams, Aspect etc.

• Basic understanding of Avaya, Cisco, Aspect and MS Teams voice systems.

• Must be able to add IP phones, call flow, skillset, routing etc.

• Upgrade, Migrations of Voice systems

• Good understanding of Unity Connection Voice mail services.

• Good understanding of VoIP, MGCP, H.323 and SIP services.

• Excellent communication skills.

• Open for 24x7 availability

• Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.

• Expert level experience in handling Cisco IP telephony Network Infrastructure.

• independently resolve tickets within SLA

• Adheres to standard operating procedures / work instructions

• Follow the escalation process

• Follow the shift hand-over process

• Update work logs

• Update the knowledge base

• Technically upgrade across versions of environment when required

• Ticket Monitoring

• On - call support

• Opening Bridge Call

• IP Telephony protocols like SIP, H323, MGCP and different Codecs and so on.

• Cisco Call Manager (CUCM), Cisco Unity Connection, UCCE, Cisco Expressway C & E

• Mobile and remote access (MRA) with Cisco Expressway, Single number reach (SNR).

• Voice Gateways / CUBE, SBC and related products.

• CUCM integration with CISCO Unity Connections and troubleshooting.

• CUCM integration with LDAP and troubleshooting

• Configuring CUBE/ Voice gateways/ SBC/ Voice functionality and troubleshooting.

• Configuring analog gateways and troubleshooting.

• Configuring translation pattern, route pattern and troubleshooting

• Configuring call handler and distribution list in unity connection.

• Configuring IP phone and Webex clients and troubleshooting

• Configuring voice mail for the users.

• Configuring speed dial and abbreviated dialling.

• Troubleshooting call routing, DTMF issues and so on.

• Ability to understand customer’s requirements.

• Technical Certification: Avaya, Cisco, Aspect and MS Teams with at least 3 to 5 years of experience.

• Customer Focus

• Teamwork

• Technical Expertise

• Interpersonal Effectiveness

• Concern for Order and Quality

• Ability to work under pressure

• Flexibility

• Problem solving

• Balance and progress parallel activities

• Business Communications

Key Responsibilities

• Implementation of UC solutions including Cisco, MS Teams Voice, Avaya and Aspect.

• Provide hardware / software / network problem diagnosis / resolution via telephone/ email/ chat for customer’s end users.

• Administer, troubleshoot, and manage Voice infrastructure.

• Co-ordination with Customer Stakeholders, OEMs, 3rd party Vendors, Telecom Service Providers as and when required.

• Project implementations, testing, troubleshooting and documentation.

• Prepare HLD, LLD for Voice solutions including Cisco, MS Teams, Avaya and Aspect.

• Configuration and troubleshooting of Cisco CUCM, CUC and voice gateways/ CUBE and SBC, Avaya Aura CM, Aura Messaging, Aspect and MS Teams Voice.

• Troubleshooting of call drops, quality issues and other incidents.

• CUCM & Unity connection 14.X and later versions

• SIP, MGCP and H.323 gateways.

• CUBE/SBC

• Basic Call routing and dial plan management

• Microsoft Teams Voice, Direct Routing, Operator Connect

• Voice Devices- Avaya, ASPECT

• 5-10 Years experience in the domain with hands on knowledge of Cisco, Avaya, MS Teams, Aspect etc.

• Basic understanding of Avaya, Cisco, Aspect and MS Teams voice systems.

• Must be able to add IP phones, call flow, skillset, routing etc.

• Upgrade, Migrations of Voice systems

• Good understanding of Unity Connection Voice mail services.

• Good understanding of VoIP, MGCP, H.323 and SIP services.

• Excellent communication skills.

• Open for 24x7 availability

• Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.

• Expert level experience in handling Cisco IP telephony Network Infrastructure.

• independently resolve tickets within SLA

• Adheres to standard operating procedures / work instructions

• Follow the escalation process

• Follow the shift hand-over process

• Update work logs

• Update the knowledge base

• Technically upgrade across versions of environment when required

• Ticket Monitoring

• On - call support

• Opening Bridge Call

• IP Telephony protocols like SIP, H323, MGCP and different Codecs and so on.

• Cisco Call Manager (CUCM), Cisco Unity Connection, UCCE, Cisco Expressway C & E

• Mobile and remote access (MRA) with Cisco Expressway, Single number reach (SNR).

• Voice Gateways / CUBE, SBC and related products.

• CUCM integration with CISCO Unity Connections and troubleshooting.

• CUCM integration with LDAP and troubleshooting

• Configuring CUBE/ Voice gateways/ SBC/ Voice functionality and troubleshooting.

• Configuring analog gateways and troubleshooting.

• Configuring translation pattern, route pattern and troubleshooting

• Configuring call handler and distribution list in unity connection.

• Configuring IP phone and Webex clients and troubleshooting

• Configuring voice mail for the users.

• Configuring speed dial and abbreviated dialling.

• Troubleshooting call routing, DTMF issues and so on.

• Ability to understand customer’s requirements.

• Technical Certification: Avaya, Cisco, Aspect and MS Teams with at least 3 to 5 years of experience.

• Customer Focus

• Teamwork

• Technical Expertise

• Interpersonal Effectiveness

• Concern for Order and Quality

• Ability to work under pressure

• Flexibility

• Problem solving

• Balance and progress parallel activities

• Business Communications

Skill Requirements

Other Requirements