Application Support Engineer

Application Support Engineer

Act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills include Unified Communication and Collaboration Operations. Minimum 2 years of experience is required. Educational qualification is 15 years full time education.

Summary: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Act as operations support for all Voice network related incidents/requests.

Must Have Skills: Cisco Unified Communications Manager/Call Manager, Voice Gateways, Cisco Unity, Cisco CUBE Routers, UCCX

Good to Have Skills: Contact Center Technology Operation, Data Network skills

Roles & Responsibilities:

• Liaising with the customer technical representatives
• Provide recommendations to clients on deployment of new features
• Create and Manage requests on ITSM tool
• Implement the changes as applicable, test the changes and hand over to customer
• Troubleshoot issues with Voice Network. Management and troubleshooting Cisco voice gateways and devices, including ISR's, VG224's, as well as Cisco IP phones.
• Operations support experience for Large IP Telephony L2 support environment consisting of preferably Cisco Call Manager, Hands on supporting Call Recording solutions like Nice, Verint. Managing day-to-day incidents and flexible to work in any shift

Professional & Technical Skills:

• Must have a strong background in traditional IP Networking
• Configuration and troubleshooting skills on Call Manager (10.X, 11.x,12.5)
• Configuration and troubleshooting skills for Cisco IP Phones and Jabber endpoints (MACD)
• Strong knowledge in PRI, SIP, MPLS, FXO, FXS, Analog line, Cisco Voice Gateways, SIP/H.323/MGCP/SCCP
• Hands on Experience in Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco UCCX, Cisco Voice Gateway, Cisco IPT.
• Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices
• Understanding of call recording servers like Verint/Nice (desirable, not compulsory)
• Knowledge of dial plans on the Call Manager and PGW will be helpful
• Monitor and provide operational support (L1, L2) for Cisco Unified Communication systems
• Have clear understanding on Telecom infrastructure protocols like ISDN and analogy signaling
• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution
• Experience with backup systems and Disaster Recovery methods for both CUCM and Unity Connection Servers
• Basic awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/SNOW/Clarify etc.)
• Voice / Network Inventory Management; Validating that all the existing and newly deployed devices are added to the respective Network Management Systems

Professional Attributes:

• Should have 6+ years of experience leading medium to large IT telephony/communications projects. Demonstrated people and project leadership qualities.
• On occasion work flexible hours to accommodate after hours and weekend activities such as installation, testing, managing events.
• Good understanding of procedures, applications and concepts within own subject area.

Educational Qualification: Bachelors Engineering degree or its equivalent in Computer Science, Information Technology - 15 years of full time education

Additional Information: CCNA and CCNA-Voice Certifications. 15 years full time education

About Accenture: Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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