Cisco UCCX L3

• At least 3 to 5 years of experience in Cisco IPT call center environment
• Basic understanding of CUCM , Cisco unity connection  and UCCX
• Must be able to add IP phones, End users, CSS, Partition, Route pattern and Route Group etc.
• Good understanding of Unity Connection Voice mail services.
• Good understanding of VoIP, MGCP, H.323 and SIP services.
• Good Knowledge of Script editor , Finesse, CAD and IVR call flow .
• Good communication skills.
• Open for 24x7 availability
• Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.
• Expert level experience in handling Cisco IP telephony Network Infrastructure.
• Independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update worklogs
• Update the knowledge base
• Technically upgrade across versions of environment when required
• Ticket Monitoring
• On - call support
• Opening Bridge Call

Key Technologies :

• CUCM & Unity connection
• SIP, MGCP and H.323 gateways.
• UCCX  and  Calabrio
• Strong knowledge of UCCX

​​​​​​Primary and secondary skills  :

• Cisco Voice UCCX