Administrator - VoIP

  • Bangalore
  • Confidential
  • 2-5 years
  • Views
  • 29 Aug 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

_Create new users / extensions / agents _Monitor health status as defined in SOP _Monitor and report capacity breach status (such as license, ports, media resources etc.) Network Management Tools _Create new users / agents / agent group / queues & fetch reports _Install management supervisor tool on end user devices _Real time call queue monitoring and report generation in a Call Centre environment. Voice/ Call Recording Solution _Fetch recorded voice .wav files _Install security service pack following SOP _Remote infrastructure management and use ticketing tools (Service Now, Remedy etc.) - Work with & manage platforms: Cisco UCCX, Cisco Call Manager, Cisco Unity Connection, Cisco IP Phones and Unified Clients, Cisco voice Gateways, CUBE, Cisco Modules T1 PRI, E1 PRI, FXS, FXO, E&M, BRI, etc., Signaling Protocols MGCP, H323, Skinny, SIP Backup & Recovery _Monitor application backup status _Check disk space for backup _Change backup tape, where needed KPIs Customer: 1 client appreciation per quarter Zero escalations in a year 1 Customer facing SIP per year Process: 100% achievement of response & resolution SLAs 100% compliance to service management processes Contribution to AIDR reduction as per program goals & objective Technology: At least one emerging technology training/ year At least one technology certification/year At least 1 structured automation initiative participation/quarter Technical Skills Hardware, Network Components, Devices (F) PBX (F) Network Infrastructure and Tools (A) Voice /Call Recording Solution (A) Storage and Backup Administration (A) Behavioral Skills Email Communication, Presentation, Public Speaking(F) Interpersonal Skills, Nurturing Relationships (A) Customer Service Orientation, Business Appreciation (A) Proficiency Legend: (A) - Aware; (F) - Familiar; (P) - Proficient; (E) - Expert.

Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation