Level 1 Contact Center Engineer

الوصف الوظيفي
1.  Level 1 technical support for Contact Center technologies with a focus on Cisco Unified Contact Center Enterprise and Cisco Unified Contact Center Express and its components.

2.  Service Assurance of UCCE/UCCX systems, VOIP & UC peripherals and 3rd party applications which are integrated.

3.  Raising tickets, review and general clean-up of queue.

4.  MACD agent creation/supervisor creation

5.  Ensure timely resolution to trouble tickets raised by the customers.

6.  Ensure timely follow up with customers via e-mails or phone calls.

7.  Responsible for basic troubleshooting of Contact Center components.

8.  Operational level skillset on OSS/BSS tools and NMS applications.

9.  Familiar with technical documentation standards, guidelines and best practices.

10.  Awareness of ITIL event/incident management practices and industry standards.

Demonstrates a good end to end understanding of the business process & functions

المهارات
2+ years of supporting experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.
Cisco ICM/CCMP/CVP/CUIC/MediaSense/Finesse/, CTIOS, and Cisco Agent Desktop applications & troubleshooting.
Have clear understanding on VOIP protocols like SIP, H.323 and MGCP.
Basic 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/CUBE, and Cisco IPT.
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 network monitoring and alerts.
Have clear understanding on Telecom infrastructure protocols like ISDN and Analog signalling.
Should be ready to work in 24/7 business support environment
Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
Provide team support and process improvements through individual contributions
Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.
تفاصيل الوظيفة
منطقة الوظيفة قطر
قطاع الشركة خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأدنى: 3
الجنس ذكر
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/qatar/jobs/level-1-contact-center-engineer-4371614/