Job Summary

All CMS team members are expected to add value in the following areas:

- Understand and meet customer agreements (SLO/SLA/commitments)
- Follow and participate in the improvement of established team processes
- Identify and adhere to cost reduction measures
- Be accountable for following established team processes
- Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
- Collaborate with peers and cross-functional teams
- Maintain knowledge and skill levels required to perform role effectively
- Participate in regular synch ups with team and team leadership
- Actively share and develop innovation and automations for continued improvement wherever possible

- Strong experience in Cisco UCCE products - CUCM, ICM, CVP, CUSP, CIM,
Social Miner, CUIC, Finesse, CTIOS, CAD, IOS Gateways, RSM and
Virtualization.
- Experience with Customer Care technologies like Agent Desktop, ICM
Scripting, IP-IVR Scripting, CVP Call Studio Scripting, Contact Centre
Reporting.

Job Responsibilities

Specific to the role of Complex Service Request Engineer, responsibilities may include:

- Ensure accurate execution of documented and approved requests in customers' production environments
- Adhere to and enforce Change Management processes and policies of Cisco and customers
- Support Change Managers with technical input on Change Advisory Board (CAB) meetings, whether internal and external
- Take all appropriate steps to reduce risk of impact to customers' production environment due to execution of approved changes




- Validate service request execution process prior to production implementation
- Conduct post-change QA testing to validate successful service request completion and to reduce risk of service impacting events resulting from the change
- Serve as first point of escalation for failed service requests/changes; conduct change backouts to the point of pre-change baseline
- Provide continual communication to stakeholders before, during and after execution of approved service requests

Key Responsibilities

NA

Skill RequirementsSkill Requirement:

- Associate (2-year) or bachelor (4-year) level university degree or equivalent in a technical discipline
- 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre or in an Implementation role
- Strong technical experience with technologies such as Cisco Unified Communications Manager, Multi Services, Gateways, Cisco Unity Connection, Jabber, Cisco Unified Presence, SME, Virtualization, IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs etc.
- Expertise in some technologies if not all like Cisco Unified Communications Manager, Multi Services, Gateways, Cisco Unity Connection, Telepresence, Cisco Meeting Server, Jabber, Cisco Unified Presence, SME, Virtualization, IP Telephony
- Good understanding on Cisco Expressways, Jabber MRA.

Other RequirementsOther Requirement:

- Robust written and verbal communication
- Good organizational skills
- Prioritize workload while managing multiple customer commitments
- Work independently with minimal supervision
- Strong interpersonal and teamwork skills

📌 Senior Administrator - Cisco Unified Communications (India)
🏢 HCL Technologies
📍 India