UC Cisco Engineer

– Troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents.
– Troubleshoot, identify and resolve call centre and access number faults.
– Troubleshoot value-added services (Voice Mail, Attendant console, etc…)
– Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via an electronic case management system.
– Liaise with higher-level support for incident escalation and resolution.
– To keep management informed of any major customer or network faults.
– Liaise with other internal teams to resolve faults affecting voice service.
– Activate escalation procedure with vendors when needed.
– Perform change management activities. (implement customer simple and complex changes ).
– Perform release management activities. (implement new release and upgrades)
– Act as an escalation point for voice implement teams.
– To undertake any other reasonable task as assigned by the management team.

– Engineering degree in telecommunications.
– 2-4 years of technical experience in Cisco IP telephony & Voice over IP.
– Experience in operation & crisis management.
– CCNP (Voice / Collaboration) certified.
– Strong voice experience (Cisco) product suites.
– Good knowledge of Voice protocols (SS7, H323, MGCP, SIP, H248, etc…).
– Good knowledge of the network, LAN/WAN protocols.

– Cisco Contact Centre knowledge and experience is a plus.
– Excellent problem-solving skills.
– Ability to work under pressure.
– Ability to work in a multitask environment, dealing with multiple tasks.

Additional information

– Excellent interpersonal, cross-cultural and strong communications skills.
– Good time management, and organisational skills.
– Good Presentation/report writing skills.
– Customer-centric approach.
– Tenacity.
– Flexibility in terms of working hours, ability to work on shift.
– Proactive, self-motivated and determined attitude.
– English proficiency, the French language is a plus.
– IT skills are a plus