Cisco Telephony Specialist

• Independently work on user or high priority tickets, service or Change Requests, troubleshooting faults and interfacing with external vendors as well as internal Capgemini engagement representatives. 


• Gather, Understand and Successfully Translate business requirements into technical specifications 


• Flexible work schedule to handle emergency outage or other situations with ability to work on or resolve issues while out of the office


• Effectively coordinate group of lower level technical personnel to keep Ticket Handling Service Levels up, Resolve ticket escalations, fulfill Change Requests and Maintain the Cisco Telephony environment with its attendant processes already in place 


• Enforce and follow existing policy procedures used to configure and maintain various portions of Cisco Telephony and their associated systems 


• Coordinate effort and communication between geographically and time separated groups

Skills and competencies in:

• SIP, SCCP and RTP and General VOIP communications 


• Good understanding of IPT protocols: SIP, SCCP, H323 


• Cisco Unified Communication Manager (CUCM) 


• Cisco Unity Connection (CUC) 


• Cisco Voice Gateways, CUBE 


• Understanding of POTs, Q.SIG, PRI and T1 interfaces 


• Familiarity with Voice Recording systems & centralized storage 


• Cisco Networking Devices, Routers, Switches and issues with routing call traffic across WAN technologies 


• CCNA Routing & Switching, CCNA Voice and CCNP Voice as an asset 


• Very good knowledge of English 

Desired Skills and competencies in:

• Cisco Unified Intelligence Center or Unified Contact Center Enterprise Telephony Reporting 


• Call Manager for Unified Contact Center Enterprise 


• Cisco IPCC/UCCE and IP Telephony components 


• IP-IVR or Script Editor experience for Unified Contact Center Enterprise

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
  


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ACCA, Prince2, PMP). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)