Lead Administrator - Calgary, Canada - Wipro Limited

Wipro Limited
Wipro Limited
Verified Company
Calgary, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Overview:

Roles and Responsibilities

  • Should be experienced in managing large scale Enterprise Voice, Contact Center and Legacy Phone system.
  • Able to perform UCCX scripting
  • Responsible for insuring the daytoday operation, reliability, and integrity of the enterprise Voice, Contact Center, Call recorder and other Unified communication services.
  • Responsible for administration, management and monitoring of all voice equipment such as Voice servers (Legacy PBX, Cisco Call manager, Unity), Gateways, UCCX, Nice recorders and End points (Physical phones, Soft phones).
  • Responsible for troubleshooting issues associated with SIP, H.323, MGCP protocols
  • Handling L3 incidents or escalated tickets from L1 team
  • Participating in Major Changes and guide the L1 Team
  • Run the system heath check procedures
  • Maintains and monitor network utilization and make necessary changes whenever required in Technical Transition & Documentation skills (Onsite to Offshore)
  • Log onto Network element, Analyze, Trouble shoot & Diagnose root cause of the Incident and provide Temporary work around, including Activation of backup Circuits etc.
  • Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery
  • Should have lead the voice team with management skills.

Must Have Skills

  • Strong knowledge on Cisco IPT, Cisco unity connection and Gateway troubleshooting.
  • Should have good understanding on the Cisco Contact center express ( UCCX) and Nice recorder.
  • Should have experience in Avaya IP system
  • Should have experience in Nortel IP PBX system
  • Should have experience in Avaya call routing and Troubleshooting
  • Should have experience in Nortel call routing and Troubleshooting
  • Should have experience in High path systems
  • Good handson experience on Cisco UCCX.
  • Should have working experience in performing daily health check of voice servers, gateways etc
  • Should have basic understanding on Network monitoring tools like Solarwinds, Prognosis, etc
  • Should have good knowledge on QoS Configuration and administration
  • Should have ability to understand and validate network troubles / faults in one or more of the following domains/Technology:
  • CISCO Call manager
  • Cisco Unity
  • Cisco UCCX
  • Avaya/Nortel / Siemens IPT
  • Voice Gateways
  • Should have working experience in managing multiple vendors.
  • Should have expert level of Understanding in SIP configuration and Troubleshooting
  • Should have implementation experience
  • Should have migration experience
  • Remote system administration
  • Should be able to give inputs to automation and reduction of manual efforts through Scripting/tools
  • Understand the Incident, Change & Problem management
  • Work along with Team for Capacity Planning
  • Supporting escalated tasks/incidents
  • Fair Written & Verbal Communication Skills
  • Good team player and ready to work on 24*7 environment

Nice to Have Skills

  • Good knowledge on Nice recorder
  • Exposure to Avaya, Nortel, Siemens etc.
  • Good knowledge on MS teams and other unified communication services
  • Vendor Management
  • Experience of handling global customers

If you only meet some of the requirements for this role, that's okay **We value a diverse range of backgrounds & ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you
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