Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner

Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills : Contact Center Technology Implementation

Good to have skills : NA

Minimum 2 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary

As an Infrastructure Architect, you will lead the definition, design, and documentation of technical environments. Your typical day will involve collaborating with various teams to deploy solution architectures, conducting analyses of alternative architectures, and creating architectural standards. You will also define processes to ensure conformance with these standards, institute solution-testing criteria, and promote a clear and consistent business vision through technical architectures. Your role will be pivotal in ensuring that the technical solutions align with the overall business objectives and meet the needs of stakeholders.

Job Description

Administer and support Cisco Unified Communications Manager (CUCM) for call routing, user management, and call processing.

Manage and configure Cisco Unity Connection (CUC) for voicemail and unified messaging services.

Provide support for Cisco Unified Contact Center Express (UCCX) and Cisco Unified Contact Center Enterprise (UCCE) for contact center solutions, ensuring optimal performance and availability.

Manage and configure Voice Gateways to ensure seamless communication between the IP network and PSTN.

Configure and maintain SIP trunks and settings for VoIP communications.

Troubleshoot ISDN and VOIP issues to ensure clear and reliable voice communication.

Configure and manage IVR solutions integrated with Cisco call centers to provide automated call handling and routing.

Ensure smooth operation and optimization of Cisco CTI (Computer Telephony Integration) and ACD (Automatic Call Distribution) systems.

Monitor and maintain Cisco IVR applications, including scripting, call flows, and integration with backend systems.

Design, implement, and support IVR applications using Cisco CVP (Customer Voice Portal)

Configure call routing policies, skill-based routing, and call queuing strategies for both Cisco platforms.

Configure and maintain user profiles, agent groups, skillsets, and queues within Cisco Systems.

Configure and manage users, devices (phones, endpoints), and dial plans within the CUCM, CUC, UCCX, and UCCE systems.

Manage and support Avaya communication platforms, including Avaya IP Office and Avaya Aura, ensuring smooth integration with other communication systems.

Troubleshoot and resolve issues related to Avaya voice technologies.

Configure and maintain Avaya IVR systems and call routing logic.

Integrate Avaya Call Center platforms with CRM systems for agents calls.

Perform regular health checks, software updates, and backups for Cisco and Avaya systems.

Troubleshoot and resolve issues related to voice communication services and network connectivity.

Configure and maintain basic network switches related to voice communication, ensuring proper VLAN setup, QoS (Quality of Service), and network performance optimization for voice traffic.

Maintain clear documentation/SOPs for system configurations, changes, and incident resolutions.

Generate and review performance reports for voice systems to identify areas for improvement.

Knowledge of security best practices for voice systems.

Strong problem-solving and analytical skills.

Excellent communication and interpersonal skills.

Ability to work independently and as part of a team.

Skills and Experience:

Strong experience with Cisco CUCM, CUC, UCCX, UCCE

Proficient in Avaya technologies, including Avaya End Points , and contact center solutions.

Knowledge and hands-on experience with Voice Gateways, SIP, ISDN, VOIP technologies and Cisco IVR solutions.

Basic to intermediate knowledge of network switches and routing as they relate to voice communication (VLANs, QoS, IP telephony

Additional Information:

• The candidate should have minimum 3 years of experience in Contact Center Technology Implementation.
• This position is based at our Pune office.
• A 15 years full time education is required.