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    • Associate consultant - Chennai - HCL Technologies Limited

    HCL Technologies Limited
    HCL Technologies Limited Chennai

    1 month ago

    Default job background
    Description

    Job Purpose

    To act in the best interests of the company as a Voice Engineer, delivering technical support and projects to a large user base of EMEA staff.

    Main Responsibilities

    • Providing analysis, diagnosis, and resolution of business issues for telephony systems.
    • Delivering Level 2-3 support for all UK voice systems, covering support, BAU admin, and maintenance in line with company standards.
    • Acting as one of the SMEs for UCCE and CUCM, providing recommendations and expertise towards consolidation/migration of the voice estate to company standard.
    • Technical fault finding and incident management, supporting IT colleagues with resolving 2nd and 3rd-line tickets.

    Key Accountabilities/Deliverables

    1. Provide diagnosis and resolution of voice incidents, ensuring resolutions are fit for purpose and implemented in a safe and controlled manner.
    2. Maintain and ensure high levels of network/voice availability and resilience.
    3. Oversee the day-to-day management of the Voice estate, proactively recommending areas where improvements and additional functionality may be appropriate.

    Person Specification

    An ITIL qualification is desirable but not essential. Key skills include:

    • Good technical expertise in Cisco UCCE and related products.
    • Excellent hands-on experience in Cisco CUCM and suite of related products, including Unity Voicemail, Expressways, and Upgrade/installation of UCCE.
    • Creation of ICM script and Monitoring, understanding how scripts relate to Wallboard and CUIC requirements.

    Techincal Requirements

    • Ability to debug UCCE logs either via dump logs or Diagnostic Frame Portico.
    • Understanding of UCCE SQL tables and use of queries.
    • CUIC experience, using Default reports and customized reports.
    • Creation and deployment of UCCE Scripts, understanding Call Types, Dial numbers, RONA, PQs/Skill groups.
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