Position Name : Team Lead – Unified communications/Voice
Department : Systems Infrastructure
Location : Hyderabad
Shift Timings : General Shift (9:30 AM to 6:30 PM)
Recruiter Name : Divya Annam
Responsible for distinct modules/projects delivery.
Typically require material individual development & management responsibility.
Typically manage three or more reports.
Responsible for planning and performing all jobs in an efficient manner without guidance.
Analyze, plan, design, coordinate and supervise the development of software systems
Mentor engineers and associate team leads and act as resource for them and peers
Understand and leverage FactSet infrastructure and integration opportunities
Design and support UC & A/V Infrastructure solutions, create detailed design documents, evaluate and test new and evolving technologies and performance.
Analyze and maintain existing Cisco clustered telephony infrastructure components.
Monitor voice and video infrastructure for failure and/or degradation of service
Develop operational processes and procedures to be used by internal and external support partners
Resolve telecommunication and other UC/AV issues and engage in the management and resolution of major incidents and problems.
Call Center– Knowledge of ACD solution for call centers utilizing Cisco Contact Center and back end infrastructure providing consistent user experience via advanced reporting, workflows and routing
Participate in 24/7 “on call” rotation to support our operations
6+ years supporting and troubleshooting issues with Cisco Jabber, IP Phones, Telepresence endpoints OR Skype for Business and Microsoft Teams products
BS or MS degree in an engineering discipline or equivalent
3+ years’ working with Cisco Unified Communications OR Microsoft SfB/Teams technologies
Demonstrable VoIP codec, SIP, SCCP, H.323, ISDN, TDM and QoS experience
Unified Contact Center Enterprise (UCCE)/ UCCX/ HCS
Experience with CVP scripting, IVR scripting, and ICM call flow
Cisco ISR, CUBE and VG configuration experience
Experience deploying Highly Available Session Border Controllers bridging Cisco Call Manager and Office 365 Cloud PBX.
Managing Cisco TAC cases and other Cisco web site operational tools
Advanced understanding of LAN/WAN and call routing
Room-based video telepresence design and implementation across global office base
Desired knowledge of Cisco or Microsoft video conferencing solutions, including Tandberg and Skype/Teams Room Systems
Desired Skype for Business / Microsoft Teams experience
Desired understanding of the wider Microsoft product stack including Office 365
Knowledge about Unified Communications / Collaboration industry standards & trends
The knowledge of Active Directory/DFS/PKI/Microsoft SQL will be an additional asset:
Software development fundamentals Core job function
Written and oral communication Interact with peers and team members
Analytical problem-solving Decompose complex problems and operational events
Patience and ability to teach/mentor others Train and mentor new hires, new ATL’s
Experience developing and deploying production software To effectively mentor others in the process for developing and ensuring high-quality solutions