Contact Center Specialist - Cisco CCNA Voice, VoIP, Telephony

Role Description :

The IT Analyst is responsible for providing a frontline provisioning role to  Unified communication infrastructures.

The role requires knowledge of VoIP, UCCE and telephony applications (Verint, VIM, IEX, etc..

The IT Analyst will be responsible of all requests (MACs) to onboard and off board users on all the telephony infrastructures and applications.

This includes also some surveillance of all components associated with Voice and UCCE environments (monitoring).

The role serves as (level 1) operational support in troubleshooting and provisioning of solutions.

Competencies : Digital : Microsoft Azure, Digital : Kafka, Data Structures, IT IS_CNS_Contact Center_Cisco

Experience (Years) : 6-8

Essential Skills :

Job requirements Computer Science degree in an appropriate discipline (an asset).

Minimum of three (3) years of relevant experience.

Technical VoIP Support agent profile.

Cisco CCNA Voice certification preferred.

1) 1-3 year experience in VoIP, telephony and Contact Center Support environments.

Cisco Unified Communications Manager (Call Manager).

Cisco Unity Connection.

Cisco Unified Intelligent Contact Management Enterprise (ICM).

Cisco Unified Customer Voice Portal (CVP).

NICE IEX Workforce Management.

Verint Ultra Call Recording tool.

VIM Reporting and Real time Display.

Prognosis Monitoring platform (Integrated Research)Protocols.

SIP (VoIP).

Q.931 (ISDN).

TCP / UDP RTP

2) Good experience dealing and managing MACs / Provisioning requests

3) Break-Fix on physical phones.

4) System Monitoring and health checking (level 1).

5) Handles all How to and training questions from users.

6) Identification and escalation of situations requiring urgent attention.

7) Demonstration of sound reasoning and use of methodical processes in problem solving.

8) Application of creativity / initiative in the generation of alternative solutions or automatization of provisioning tasks.

9) Approachable and works productively and collaboratively with others.

10) Highly organized and able to multi task in a fast paced, dynamic environment.

11) Appropriately escalates issues and decisions to others when needed.

12) Strong communication skills, both verbal and written are essential in order to interact with all support groups, including            the different businesses within TD Bank.

13) Strong team player and self-motivate.