· Troubleshoot/Diagnose all Level 1 issues in CUCM and Voice Gateway, Telephony
· Basic Knowledge about contact center
· UCCE/PCCE Cisco contact center support experience
· Knowledge on T1/E1, SIP, H.323 and MGCP.
· Recording solution knowledge
· Working/Troubleshooting experience on Cisco Gateways.
· Hands on experience on Incident & Change management process.
· Work with L1.5/L2 team for escalated cases.
· should have positive verbal and written communication skills.