Voice Network Engineer (Hybrid Job) - Sira Consulting, an Inc 5000 company

• Expert level understanding of Webex CCE Components, solutions, Call flow and Integrations.
• Expert level understanding of UCCE Components, solutions, Call flow and Integrations.
• Excellent understanding in IVR Call flow management and ICM Scripting.
• Excellent understanding in VOIP protocols like SIP, H.323 and MGCP.
• Excellent understanding and Strong Experience with Cisco Voice Gateways and CUBEs, other SBCs.
• Strong Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unity, Cisco IM&P, Cisco Expressways, and Cisco IPT.
• Experience in monitoring and mentoring of L1/L2 teams and handling L3 level escalations in Cisco Webex CCE and Contact Center solutions.
• Excellent Understanding of Cisco Webex CCE Management Portal and Management tools used with Cisco Webex CCE Solutions.
• Good Understanding of IaaS Platform and Services.
• Experience in training BAU Team on learnings, case studies and other solutions.
• Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA.
• Provide Level-3 support to Operations and Delivery to drive incident resolution.
• Provide Recommendations to improve Contact Center platform stability.
• Define Reporting, Monitoring and Alarming requirements according to Cisco best practices.
• Consult on high severity incidents and complex work orders.
• Should be ready to work in 24/7 business support environment.

Additional desired experience:

• Third-Party Vendor Integrations with Cisco Webex CCE and Contact Center Solutions
• Experience with modern cloud architectures and technologies