Job Description

DesignationASSOCIATE CONSULTANTNo. of Positions1Experience4.5-8 YearsSkill (Primary)Infrastructure Management Services (IMS)-Networks-Voice -CiscoQualificationB-Tech (Posting).ROLE PROFILE
Job Title: Voice Engineer Line Manager EMEA Voice Operations Manager
Business Unit: IT Location London\\\\Croydon Direct Reports: No
JOB PURPOSETo act as a Voice Engineer in the best interests of the company. Delivering technical support and projects to a large user base of EMEA staff. Providing analysis, diagnosis and resolution of business issues for telephony systems. The role requires a high level of BAU technical support across to various Business Units on telephony and contact centre infrastructure, involving escalations from Service Desk and Desk Side Support and assisting with telephony related project work.The individual must be an SME in some of the telephony\\\\voice disciplines specified. The role expected to be responsible for delivering on telephony\\\\voice initiatives/projects and innovation including d Problem Mgmt and be capable of working with stakeholders to innovate\\\\improve in this domain.KEY ACCOUNTABILITIES/DELIVERABLES
Provide Level 2-3 support for all UK voice systems, covering support, BAU admin, and maintenance in line with company standards. Act as one of the SMEs for UCCE and CUCM
Providing recommendations and expertise towards consolidation/migration of the voice estate to company standard, and proactively identifying and presenting appropriate improvements.
Technical fault finding and incident management
Support IT colleagues with resolving a mixture of 2nd and 3rd line tickets
Provide diagnosis and resolution of voice incidents
Ensure resolutions are fit for purpose and implemented in a safe and controlled manner
Maintain and ensure high levels of network/voice availability and resilience
Oversee the day-to-day management of the Voice estate, and proactively recommend areas where improvements and additional functionality may be appropriate.
Implement change in an appropriate, controlled manner
Make sure that CMDB (change management database) / documentation is kept up to date and fit for purpose
Ensure work is carried out to the appropriate quality and company standards and timescales
Deploy and maintain corporate standards
Any additional duties & responsibilities that may reasonably be expected to be undertaken
Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher s shared values, in particular, putting clients at the heart of our businessPERSON SPECIFICATION
Qualifications
An ITIL qualification is desirable but not essential.Technical Knowledge
Good technical expertise in Cisco UCCE and related products
Excellent hands on experience in Cisco CUCM and suite of related products
Unity Voicemail, Expressways
Upgrade/installation of UCCE , hands on
Creation of ICM script and Monitoring
Understanding of how scripts relate to Wallboard, CUIC requirements
Ability to debug UCCE logs either via dump logs or Diagnostic Frame Portico
Understand UCCE SQL tables and use of queries
Ability to understand the agent log on procedure through to call answering , with view to debug all actions
CUIC experience use of Default reports and customized reports
Creation and deployment of UCCE Scripts -understand Call Types, Dial numbers, RONA,PQ s / Skill groups
Previous experience of building UCCE scripts via Call Studio
Ability to create IVR and Menu options within Unity Voice Mail
Video Technologies WebEx, CMS, TMS
Voice over IP Protocols (SIP, H323, MGCP, SCCP, etc.), Legacy Voice Protocols (ISDN, QSIG etc.)
Ability to debug voice gateway including Qsig, SIP protocols
DesirableWallboard- 2ring
Outbound Dialer- Acqueon
Call logging
Voice Recording Vebra , BiB SIP trunking
Any experience on Genesys Contact Centre will be a hu

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