Cisco Contact Center Engineer / Incident Engineer

Raleigh, NC 27513

Job Category: Information Technology Job Number: 110983

Job Title:             Cisco Contact Center Engineer / Incident Engineer

Location:               Raleigh, North Carolina, 27513

Duration:               6+ Months

About Client:   Our client is a next-generation global technology company that helps enterprises re-imagines their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 124,000+ ‘Ideapreneurs’ working in 41 countries, our client serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Job Description:

  • 5+ years of experience in advanced technical support
  • Cisco Certified Network Associate certification required
  • Cisco Certified Network Professional or Voice Collaboration certification preferred
  • Possess the ability to think analytically while working in a high volume work environment
  • ITIL Foundation Certification preferred
  • Able to easily communicate complex concepts and instructions to non-technical end-users
  • Possess knowledge and understanding of network designs and concepts
  • Able to apply technical knowledge to troubleshoot and isolate VoIP Issues
  • Required Knowledge/Technical Skills
  • Intermediate level experience in handling Cisco IP telephony Network Infrastructure.
  • Hands on Troubleshooting experience of UCCX/UCCE products.
  • Basic Understanding of concepts: OSI and TCP/IP Model, VTP, STP, Ether channel, HSRP, Routing Protocols.etc.
  • Intermediate understanding of switching – VLAN, Voice VLAN, Inter Vlan routing, PoE etc.
  • Understanding of UCS machines, ESXi and CIMC.  Should be able to troubleshoot the devices.
  • Intermediate/Expert understanding of the following Cisco Unified Communication Products
  • CUCM 7.x, 8.x and above, Cisco Unity Connection
  • Cisco Unified Communication Express & Cisco Unity express
  • Cisco Voice Gateways (ISR Routers and Analog gateways)
  • Gateway protocols: H323, SIP, MGCP
  • Trunks, E1/ T1(CAS, CCS), FXS /FXO etc.
  • Gatekeepers, Understanding of CUBE, IM&P

Key Skills:

  • Excellent Voice and Communication Skills.
  • Good Understanding of ITIL Processes
  • Global orientation and Process oriented.
  • Ability to stay focused and Open to work in night shifts
  • Proactive Monitoring of alarms and incident cases.
  • Managing Phone Queues.
  • Incident tracking to ensure continuity across shifts.
  • Coordination of communication bridges during major outages.
  • Work with multiple vendors/teams as required to drive issues to resolution.
  • Execute changes and tasks as assigned per defined procedures.
  • Follow proper documentation procure on incidents and adhere to defined SLA/SLOs  
  • Use Lab to recreate scenarios to provide solution to issues

About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities.

ID: #ASK123


Joseph Sagar  @  678-834-0530  ;

Joseph Sagar
Sr. Resource Specialist

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