IVR Application development and troubleshooting knowledge on CVP call
studio.
UCCE Scripting knowledge to create and troubleshoot on Call routing
script.
Performs root cause analysis to quickly recover from any voice service
interruption, and to prevent recurring problems.
Knowledge on Software and Patch update activity on Collaboration
Product.
Expert level knowledge on Windows OS, Linux OS, SQL Database, VMware.
Expert level Implementation and troubleshooting knowledge on CTI
Integration.
Expert Implementation and troubleshooting knowledge on Cisco
Expressway.
Performing advanced troubleshooting activities encompassing system
design issues, upgrade plans, creation of technical product documentation and
architecture.
Perform change management in accordance with change management
procedures
Handling escalations & participate in routine operational meetings
& Knowledge on Contracts and SLAs
Provide input for process development, process improvement and
maintaining voice deployment standards
Acting as an escalation point for 2nd level support to help isolate and resolve voice network
issues and complex service requests Interface with OEM TAC (Cisco TAC)
whenever required.
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