Job Description: (Posting).
Design, Implement and support of Oracle/ACME SBC Design, implement and support all aspects IP telephony such as Sessions Border controllers, Microsoft Teams, SIP Trunks, Contact center infrastructure, Carrier circuits, analog, digital and IP phone systems etc.o Telephony platforms such as Cisco:
CUCM, CUBE, UCCXo NICE In-Contact contact center services.o Call Center solutions: Cisco / NICE in-Contacto UC Infrastructure: Microsoft Teamso Familiarity with several of the Telephony/UC products - IOS Voice Gateways, and other technologies (IOS, SIP, H.323, MGCP), Active Directory, DNS, DHCP)o Trunking/carriers including ISDN PRI, POTS, SIP, etc.
Maintain comprehensive documentation for the telephony infrastructure. Manage TEM and network service providers for TDM and SIP services. Work with TFS operations, telephony vendors and carriers to identify and solve problems in the telephony infrastructure areas.EXPERIENCE / EDUCATIONAL REQUIREMENTS / LICENSES OR CERTIFICATIONS 10+ years of experience in supporting telephony infrastructure for large enterprises.SPECIAL SKILLS / KNOWLEDGE (preferred but not required) Basic understanding of security, networks, DMZ, extranet, and telephony products, practices and tools.
Understands platforms: desktops, servers and other technology devices which create the physical topology of the network. Knowledgeable of physical data communications access into and out of the enterprise such as DS3, T1, VPN and collocation resources Knowledge of LAN and WAN products and protocols Ability to interact with telephony vendors Understanding of financial services operations, especially retail and leasing in the auto finance industry. ITIL processes including incident, problem, and release and change management.
Experience with Help Desks, Operations and system management Understands concepts for designing high availability and disaster recoverable solutions. Experience in large-scale application or infrastructure design and deployment projects. Good communication & client interaction skills. (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident and problem management (3.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (5.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
HCL Technologies Ltd.