Senior IT Engineer (Collaboration & Contact-Center Specialist)

Job Description

• Ensure stable and reliable Operation for internal cloud
• Administration for Management applications for health monitor and archive configuration.
• Day-to-day performance monitoring.
• Troubleshooting and fault analysis and repair.
• Trouble ticket generation, response and escalations.
• Standard changes implementation via our change control systems and processes.
• Ticket and standard changes response for customer with valid support contract
• Solution documentation for internal and external projects.
• Technical administration and troubleshooting for Cisco collaboration solutions including (Collaboration End Points, Call Manager, Unity, IP Fax Solution , Video Solution , Jabber IM& presence , Express Way (MRA & Jabber Guest) , Webex , Prime Management, Voice Gateways and PRIs
• Technical administration and troubleshooting for Cisco Contact center solutions including different channels (IVR and scripting, Email, Social Minor (Live Chat, Social Media) ,Fax , Video with remote support ) and quality tools (CUIC, AQM , Voice and Screen recording , WFM)
• Technical administration and troubleshooting for Digital Signage Solutions.