L2 UCCE Engineer

Servion Global Solutions; Srinagar; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Servion Global Solutions is seeking a skilled telecom/VoIP support engineer in Srinagar, India. The role involves handling Cisco UCCE/UCCX/PCCE environments, ensuring incident resolution, and coordinating with third-party providers for effective service delivery.

The candidate should have strong communication skills, be comfortable with remote and onsite troubleshooting, and contribute to knowledge base improvements and documentation.

Qualifications

• Experience on Cisco UCCE/UCCX/PCCE solutions.
• Understanding of VOIP protocols SIP, H.323 and MGCP.
• Experience with CUCM/UCCE/UCCH/CVP platforms.
• Willingness to work in a 24/7 business support environment.
• Strong verbal & written communication skills.

Responsibilities

• Perform advanced remote/onsite troubleshooting including design issues and upgrade plans.
• Coordinate with third party providers and OEMs for incident resolution.
• Act as a single point of contact for service delivery issues and escalations.
• Provide team support and drive process improvements.
• Maintain and update knowledge base and related documentation.
• Create technical product documentation and support materials.
• Utilize PowerPoint and Excel for analytics and reporting.

Skills

Verbal communication

Written communication

Analytical thinking

Problem-solving

PowerPoint

Excel analytics

Teamwork

24/7 support readiness

Tools

Cisco UCCE/UCCX/PCCE platforms

CUCM/UCCE/UCCH/CVP platforms

Job description

• Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.
• MACD creation knowledge in Cisco UCCE & IPT platforms.
• Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.
• Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices.
• Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools
• Have clear understanding on Telecom infrastructure protocols like ISDN and analogy signaling.
• Should be ready to work in 24/7 business support environment
• Should be having experience on Cisco Voice platform.
• Should be having work experience on CUCM/UCCE/UCCH/CVP platforms
• Should have strong verbal & written communication skills
• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
• Performs advanced remote/onsite troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
• Act as a point of contact for all service delivery issues/ pending work/ escalations
• Provide team support and process improvements through individual contributions
• Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements.
• Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem-solving skills.
• UCCE or PCCE Email & Voice communication skills & teamwork. Power point presentation/preparation and should be good in excel related Analytics.