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مهندس شبكات و أنظمة البدالة (IPCC)

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Overall purpose:

    To provide technical expertise in design, deployment and delivery support of our Cisco UCCE Contact Center services and solutions. 

    As an IPCC Engineer, the successful candidate will work as an integral part of the Network administration team. To undertake day-to-day and long term technical support/projects.

Key Responsibilities:


      Project team member involved in the design and deployment of full-life cycle Cisco contact center project integrations including call center workflows

         perform analysis and diagnosis of complex voice and data network issues

         Work with network team in all related projects and assigned tasks

         Reporting network operational status by gathering, prioritizing information and managing projects;

         Upgrading data network equipment to latest stable firmware releases;

         Configuration of routing and switching equipment; Configuration of hosted IP voice services;

         Basic configuration of firewalls, routers, and switches

Main duties:


        Configuration of different ICM items like Service, Skill Group, Route, Peripheral Target, Label, Translation route etc. for project need.

         Co-ordinate with other technical groups like Security and Telephone Network team.

         Reports and traces generation for various queries related to customer call/Cisco CUIC Reports.

         Fault escalation to Cisco and co-ordination for unresolved issues, and Cisco ICM troubleshooting  

         Strong experience configuring and troubleshooting Voice Gateways/Gatekeepers

         Prior support experience of the ICM environment including ACD, PG, IVR PG, IPCC and CTIOS

         ICM Call Flow Changes/ Configuration Changes for all Contact Centre Services

         Manage day to day tasks related to IPCC & Network and participate in infrastructure projects


المخصصات المالية

الإســم
البريد الإليكتروني
المـــوضوع
الإستـفسار
اكتب الأرقام
 

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