Track Manager - Cisco Contact Center

Job Summary

1. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise 2. In-depth understanding of Voice & Video networking technologies and specialization in Cisco Telephony & Contact Centre Solutions 3. Developing technical skills and knowledge, advancing beyond the fundamentals in at least one area: Effective planning, prioritization and organizing skills 4. Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities 5. Promotes collaboration among team members 6. Solves product and network voice/ video problems of high complexity 7. Acts as a focal point for account network problem resolution. Is a technical expert in more than one area 8. Effectively utilizes lab setups to debug broad and complex problems 9. Solid foundation in IP network voice/ video communications protocols 10. Essential elements (technic (1.) Incident Management + Change Management (Planning & Execution) 11. Experience in representation in Change Advisory Board (CAB) meetings 12. On - call Escalation 13. Process adherence & Security compliance 14. Customer feedback ( Appreciations, CSAT survey results) 15. KB preparation and review, Knowledge sharing & documentation 16. Root cause analysis / Problem Management + Capacity / Architectural Management 17. SLA compliance for tickets 18. Value Add 19. Training / Mentoring 20. Experience of being able to highlight issues and solutions 21. Manage TFTP services to appropriately support and manage Core Device Software updates to Voice System CIs 22. Voice and Video quality monitoring and troubleshooting 23. Implement, monitor, support and troubleshoot all hardware and software pertaining to voice and video communications systems, and carrier services. 24. Responsible for admin telecom, conference room voice and video implementation, desktop video and audio conferencing as well as web conferencing.

Key Responsibilities

1. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise 2. In-depth understanding of Voice & Video networking technologies and specialization in Cisco Telephony & Contact Centre Solutions 3. Developing technical skills and knowledge, advancing beyond the fundamentals in at least one area: Effective planning, prioritization and organizing skills 4. Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities 5. Promotes collaboration among team members 6. Solves product and network voice/ video problems of high complexity 7. Acts as a focal point for account network problem resolution. Is a technical expert in more than one area 8. Effectively utilizes lab setups to debug broad and complex problems 9. Solid foundation in IP network voice/ video communications protocols 10. Essential elements (technic (1.) Incident Management + Change Management (Planning & Execution) 11. Experience in representation in Change Advisory Board (CAB) meetings 12. On - call Escalation 13. Process adherence & Security compliance 14. Customer feedback ( Appreciations, CSAT survey results) 15. KB preparation and review, Knowledge sharing & documentation 16. Root cause analysis / Problem Management + Capacity / Architectural Management 17. SLA compliance for tickets 18. Value Add 19. Training / Mentoring 20. Experience of being able to highlight issues and solutions 21. Manage TFTP services to appropriately support and manage Core Device Software updates to Voice System CIs 22. Voice and Video quality monitoring and troubleshooting 23. Implement, monitor, support and troubleshoot all hardware and software pertaining to voice and video communications systems, and carrier services. 24. Responsible for admin telecom, conference room voice and video implementation, desktop video and audio conferencing as well as web conferencing.

Skill Requirements

Cisco SBC (CUBEs), Cisco Analog VGs, Cisco Voice Gateway

Other Requirements

1. Extensive hands-on technical skills to cover installation, configuration, administration and advanced troubleshooting of voice, video and Contact Centre network in large enterprise 2. In-depth understanding of Voice & Video networking technologies and specialization in Cisco Telephony & Contact Centre Solutions 3. Developing technical skills and knowledge, advancing beyond the fundamentals in at least one area: Effective planning, prioritization and organizing skills 4. Utilization of an increasing understanding of TAC and Cisco Services goals, objectives, and business to guide activities 5. Promotes collaboration among team members 6. Solves product and network voice/ video problems of high complexity 7. Acts as a focal point for account network problem resolution. Is a technical expert in more than one area 8. Effectively utilizes lab setups to debug broad and complex problems 9. Solid foundation in IP network voice/ video communications protocols 10. Essential elements (technic (1.) Incident Management + Change Management (Planning & Execution) 11. Experience in representation in Change Advisory Board (CAB) meetings 12. On - call Escalation 13. Process adherence & Security compliance 14. Customer feedback ( Appreciations, CSAT survey results) 15. KB preparation and review, Knowledge sharing & documentation 16. Root cause analysis / Problem Management + Capacity / Architectural Management 17. SLA compliance for tickets 18. Value Add 19. Training / Mentoring 20. Experience of being able to highlight issues and solutions 21. Manage TFTP services to appropriately support and manage Core Device Software updates to Voice System CIs 22. Voice and Video quality monitoring and troubleshooting 23. Implement, monitor, support and troubleshoot all hardware and software pertaining to voice and video communications systems, and carrier services. 24. Responsible for admin telecom, conference room voice and video implementation, desktop video and audio conferencing as well as web conferencing.