L2 UCCE Engineer
On-siteBangkok, Bangkok, Thailand
Bangkok, Bangkok, ThailandOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Conduct root cause analysis and troubleshoot Cisco UCCE infrastructure, including routing, switching, voice devices, and ICM scripting. Monitor key performance metrics using VOIP and performance management tools while maintaining knowledge of protocols like SIP, H.323, and MGCP. Manage ticket flow, serve as a point of contact for escalations, and execute change management in accordance with established procedures. Update documentation, participate in operational meetings, and drive process improvements to support service delivery. Requires strong verbal and written English communication skills.
Required Qualifications
- Hands on Experience with Cisco routing & switching
- Cisco voice Devices & Products viz. Cisco Unified Call Manager
- Cisco Voice Gateway
- ICM Scripting
- Cisco IPT
- Clear understanding of Cisco Voice network deployment models
- Understanding of functioning of voice network devices
- Knowledge and use of VOIP and Performance Management Tools
- Integration experience with other Tools
- Clear understanding on VOIP protocols like SIP, H.323 and MGCP
- Ability to Perform Root Cause Analysis
- Ability to Track and update key performance metrics
- Ability to Act as a point of contact for service delivery issues/ pending work/ escalations
- Ability to Provide team support and process improvements through individual contributions
- Ability to Maintain and Update Knowledge Base and documentation
- Ability to Perform change management in accordance with change management procedures
- Ability to Participate in routine operational meetings
- Knowledge on Contracts and SLAs
- Good communication and conversation skills in English(Verbal and Written)
- Ability to handle the ticket flow and customer communication
- Understanding of Proactive Alarms and other troubleshooting skills
- Willingness to learn new and upcoming setup
- Knowledge of Cisco Infrastructure (UCCE, PCCE) UCCX
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