Voice L3 CISCO

Job Description Job Details Job title Team Leader – Technical Management
Reports to (job)
Manager – Service Operations Business Unit Global Services Team BTGS – Bank Location India Job Dimensions

• Provide Tier 2 and 3 operational support for deployed technologies such as PBXs, mobility servers, voicemail systems, toll bypass gateways and other network infrastructure, operating converged (voice/video/data) networks, including support for CoS, QoS and related quality of service parameters over MPLS backbone, WAN and voice circuit experience in VoIP environment. Also having knowledge on recording solution (Verint), Nuance.

Hours UK Shift Direct Reports Will have direct report Benefit Band E Why BT? We've always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world's first telecommunications company. At our heart we're a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we'll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that's you and what you're looking for, we'd love you to be part of our future. What Business Unit/Function Global services / Service Management

Why this job matters

• Critical customer ( Royal Bank of Scotland ) – New contract for BT in 2020.
• Champion Service improvements to continually and consistently improve quality and customer satisfaction with IT services
• Contributes to Bank vision and strategy

What I'll be doing – your accountabilities Skills required for the job

• The primary purpose of the Voice Specialist is to provide technical support on such network and voice appliances as call managers, communication servers, call center systems, voice applications, voice gateways, voice gatekeepers, IP phones, desk phones and softphones.
• Configuration and troubleshooting experience on CISCO Products, Deploy, configure and maintain a variety of voice technologies. Coordination with other tower teams for issue resolution (if required).
• Provide Tier 2 and 3 operational support for deployed technologies such as PBXs, mobility servers, voicemail systems, toll bypass gateways and other network infrastructure, operating converged (voice/video/data) networks, including support for CoS, QoS and related quality of service parameters over MPLS backbone, WAN and voice circuit experience in VoIP environment. Also having knowledge on recording solution (Verint), Nuance.
• Take care of high priority issues, attend Recovery Bridge and take end to end ownership of an issue. Share regular update with all stake holders.
• Work with project team for the smooth handover of any new projects in operations.
• Flexibility in working hours, as it is Level 3 position and it requires to provide support 24*7.Participate in service projects, architecture and planning for core network services.
• Provide escalation support to the Network Operations team as required
• 24*7 Operations Support
• Out of hours work will be on an overtime basis (at the individual's discretion).

Cisco Product Suite Call Manager (CUCM), Contact Center Enterprise (UCCE), Voice Gateways and related products
• IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs and so on.
• Knowledge in the following areas: Call Control, Multimedia Contact Centres, Call Scripts, IVR Scripts.
• Configuring CUBE/other ISR/ASR series Routers with full voice/VOIP functionality, MGCP GWs, Configuring analogue gateways (VG 224) and ports. Dial peer, translation rule on SIP Gateways/VCUSP.
• Hands on experience on VCUSP, configuring end points in VCUSP. Analyse logs of VCUSP.
• Configuring T1/E1 on gateway, Configuring translation pattern, route pattern, Configuring Hunt group.
• Configuring call handler and distribution list in unity connection, Configuring IP phone, CIPC, CUPC, Expressway, Jabber.
• CUCM integration work understanding with Microsoft Lync, Configuring ATA 186 Using SCCP with Cisco Call Manager.
• Configuring voice mail for the users, Configuring speed dial and abbreviated dialling, Configuration via bulk administration.
• Troubleshooting call routing, DTMF issue, Monitoring via RTMT, generate trace and should have the capability to understand. Capture and Analyse debugs.
• Troubleshooting analogue FAX issue, Troubleshooting CSS and partition issue, Troubleshooting call forwarding and voice mail forwarding issue.
• Able to implement and investigate a UC network, given a design document and customer requirements
• Ability to grasp complex design concepts quickly and understand.
• Ability to troubleshoot implementation problems during migrations
• Very good knowledge of Cisco UCCE, CVP and UCCX product line and technology.
• Experience in implementing a UCCE network, given a design document and customer requirements.
• Experience in ICM scripting and deployment.
• Generate standard project documentation including UCCE Low level design, Network Diagrams etc.
• Generates voice network configurations from Low Level Design for complex environments.
• Performs analysis and diagnosis of complex UCCE networking problems.
• Performs analysis of packet captures.
• Debug captures and analysis of Debugs on various network devices.
• Knowledge of CTI Application principles, SIP integrations.
• Client-facing skills to include cross-functional influence, external and internal consulting/partnering.
• Working knowledge of Voice recording (Verint V15.1, Network Based recording, V11.1).
• Experience on Finesse, Dialler, Acqueon LCM, Vendor Management and co-ordination.
• Vendor Management and co-ordination.
• Drive outcome based delivery model, build customer success stories, socialize and help team replicate successful delivery models.
• Understanding of UCCE call flow scripts, reports etc. for development or troubleshooting or customisation purposes.
• Understanding of CVP VXML script development or troubleshooting or customisation.
• Understanding of SQL queries for development, troubleshooting or customisation of UCCE, VXML reports.
• Understanding of Java programming for development or troubleshooting or customisation of CVP VXML scripting.
• Understanding of Nuance IVR setup , Finesse gadgets , Egain VIM , jabber etc .
• Understanding of document version controlling tools like Confluence, JIRA, BitBucket, Git etc.

• Understanding of web services security methods for VXML setup, renewal of VXML certificates .

Connected leaders behaviours Experience you would be expected to have

• Commercial thinkers: Creates ideas, provide insights and create propositions that benefit our business.
• Customer champion: Understand customers' needs and challenges and don't stop until we create brilliant experiences for them. Understand the agendas and needs of others, alongside the needs of the business.
• Collaborative partner: Can break down silos, and work brilliantly with partners both within and outside of the organisation to deliver business results.
• Change Agent: Be able to identify, create and lead business changes. Can adapt quickly and perform effectively – even when there's ambiguity.

Describe the experience that an individual in this role is likely to have.

• Strong understanding and appreciation of the relationship between BT and our customers
• Behave as the conscious of the customer whilst protecting the BT brand and driving profitable growth
• Extensive experience of working in complex Network Voice.
• Incident and problem management experience
• Experience driving efficiencies in change and incident management
• Strong communication and collaboration skills, and experience managing by influence