Cisco Contact Center L3 Support Engineer

About the Company

RBL Bank is one of India’s fastest growing private sector banks with an expanding presence across the country. The Bank offers specialized services under six business verticals namely: Corporate & Institutional Banking, Commercial Banking, Branch & Business Banking, Retail Assets and Treasury and Financial Markets Operations. It currently services over 11.53 million customers through a network of 502 branches; 1,418 business correspondent branches (of which 289 banking outlets) and 414 ATMs spread across 28 Indian states and Union Territories.

Job Role: Cisco Contact Center L3 Support Engineer

Role Description

• L3 support engineer is responsible for managing Contact Center solution based on Cisco solution, 10+ years of experience across various Contact Center, Recording and Campaign Manager Technology platforms with Comprehensive practical knowledge in managing and supporting Cisco Contact Center Solution. Maintaining and supporting Cisco Contact Center operations which includes the following responsibilities:
• Managing and supporting Cisco Contact Center components.
• Working with multiple vendors/service providers
• Managing Day-to- Day support jobs for Contact Center environment
• Competitive knowledge of the following Cisco solutions
• Ability to open TAC case with multiple OEMs and must have capabilities to manage priority issues
• Ability to lead all the priority issues and involve other teams/technology SMEs
• Provide advanced troubleshooting for applications and systems, determining cause and effect.
• Provide 24 x 7 on call support as part of a scheduled rotation with other team members.
• Understand and apply advanced system/application administration, management and performance tuning techniques.
• Assist with day-to-day operation support, performance tuning, disaster recovery and patch/release management of Voice network.
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
• Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedures, and benefits across all product lines.
• Develop job aides and other tools to assist engineers in improving overall quality of service
• Evaluate hardware and software requirements and be able to justify purchase decisions.
• Other duties as assigned by Management.

Technical Essential:

Technical Skills required: In-depth knowledge and Hands on experience in following

technologies/products:

Cisco Product Line –

• Cisco Unified Communications Manager
• Cisco Unity Connection (CUC)
• Cisco Unified Border Element (CUBE)
• Cisco Unified Presence (CUPS)
• Cisco Session Manager (SME)
• Cisco WebEx Suite
• Cisco WebEx clients for windows and mobile
• Cisco UCS and BE7K Servers
• Cisco ISR Voice Gateways and Analog voice Gateways
• Gateway protocols: SIP, MGCP, SCCP
• Basic LAN / WAN understanding

Generic and Other –

• Basic knowledge of VMware vSphere and vCenter.
• Cisco Specific Licensing regarding UC Domain
• Good understanding of switching – VLAN, Voice VLAN, VTP, STP, PoE, Routing and switching concepts.
• Good understanding of Cisco IP telephony Network Infrastructure.
• Good understanding of Cisco Contact Center Network Infrastructure

Additional Responsibilities:

• Provide Network and Solution level Problem Resolution; Root Cause Analysis,
• Software patch/upgrade assistance as per interoperability and specific BUG fixes.
• Provide systems/product training to peers within the team for technology upgrades.
• Good communication skills written and verbal.
• Must have pressure handling temperament.

Education:

Essential:

Relevant Degree/Diploma

Optional:

Cisco Certification– CCNA (Collab), CCNP (Collab) or CCIE (Collab)