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Associate Consultant

Company: HCL Technologies Ltd.
Location: Sussex
Posted on: June 9, 2021

Job Description:

Job Description (Posting).

L3 Engineer Job Description:

  • Supporting Experience on Cisco UCCE / UCCX / PCCE solutions
  • Cisco ICM/CCMP/CVP/CUIC & troubleshooting
  • Scripting for call flow change or Holiday request.
  • Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.
  • Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco IPCC Express, Cisco Voice Gateway, Cisco IPT and Nice Logger.
  • Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices.
  • Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools
  • Have clear understanding on Telecom infrastructure protocols like ISDN and analogy signaling.
  • Should be ready to work in 24/7 business support environment
  • Should be having 7-9 years of experience on Cisco Voice platform.
  • Should be having work experience on CUCM/UCCE/UCCH/CVP platforms

RESPOSIBILITIES OF THE ROLE:

  • Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
  • Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
  • Initiates network improvement recommendations based upon experiences in CC field
  • Performs Root Cause Analysis & Track and update key performance metrics
  • Act as a point of contact for all service delivery issues/ pending work/ escalations
  • Provide team support and process improvements through individual contributions

Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements.

  • Perform change management in accordance with change management procedures
  • Handles escalations & Participate in routine operational meetings & Knowledge on Contracts and SLAs
  • Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.

Key Skills: CISCO UCCE. (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.

Keywords: HCL Technologies Ltd., Paterson , Associate Consultant, Other , Sussex, New Jersey

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