Job Description
Consultant
Job Summary
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Location: Texas
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Project role: Consultant
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Qualification: B-Tech
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Experience: 4.5-8 Years
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Skills: Network Voice
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No. of positions: 1
Job description:
"Expertise knowledge in UCCE, ICM, Cisco IPT with 10+ years of relevant experience
Expertise in SIP protocol, SIP call flow and SIP troubleshooting
Implementation experience and background
Lead and Support Major Version upgrades and platform Migrations
UCCE end to end troubleshooting
Hands-on experience in SQL Queries
Cisco Dialer experience and troubleshooting
End to end coordination with TAC and 3P vendors
Incident Management and Release Management experience
Cisco ICM scripting knowledge (optional)"
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations orL3 level support and doing incident and problem management
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.