Network Voice Admin

Roles & Responsibilities

• Provide troubleshooting for applications and systems, determining cause and effect.
• Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
• Understand and apply system/application administration, management, and performance tuning techniques.
• Assist with day-to-day operation support, performance tuning, disaster recovery and patch/release management of Voice network.
• Other duties as assigned by Management.

Skills required

• Hands on experience in handling Cisco IP telephony Network Infrastructure.
• Understanding of switching VLAN, Voice VLAN, VTP, STP, PoE, Ether channel, HSRP, Routing Protocols.
• Understanding of the following Cisco Unified Communication Products
• CUCM 5.x, 6.x, 7.x., 8.x, 9.x, 10.x, 11.x
• Cisco Call Manager Express
• Understanding of Cisco Licensing models
• In depth understanding of Cisco Expressway
• Cisco Unified Communication Express & Cisco Unity express
• Cisco IM&P and Jabber
• Cisco Voice Gateways (ISR Routers and Analog gateways)
• Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.,
• Gatekeepers
• Gateway protocols: H323, SIP, MGCP, SCCP.
• Cisco Unified Contact Centre Express (preferred)
• Microsoft Teams.
• Contact Center
• Oracle.
• Good ITIL Knowledge Incident, Change, Configuration, Problem Management
• Understanding of NICE recording solution is Preferred and its integration with call manager is mandatory. (NIM and Engage Environment)
• Excellent Problem analysis and resolution skills.

Soft Skills requirements

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have good customer handling skills

Certification requirements

• CCNP and CCIE Voice (Preferred)
• ITIL Foundation (Preferred)