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Tier II IPCC Engineer
Bangalore, India
Our STS team is looking for an IPCC Engineer who would work as a member of our networking team to maintain, improve and refine our internal network and voice applications. This position will provide support and maintenance to IP Contact Centers.
Responsibilities
- Responsible for knowledge management (solution documentation) for ICM infrastructure (IPCC and ACD), CEM and CiscoLive
- First level responsibility for all globally supported CCAT contact center IPCC applications and infrastructure including vendor management and coordination
- First level support for client issues regarding the configuration and/or usage of 3rd party vendor tools utilized by Cisco Contact Centers – Witness, AVOTUS, Mind CTI
- Support, maintenance and minor enhancements for IPCC suite of products including ICM, IPIVR, CTIOS Agent Desktop, WebView as well as related Cisco products (CiscoLive, Cisco Email Manager (CEM) or internally developed reporting tools or mechanisms (Iceberg, Pulse, HDS feed to Enterprise Data Warehouse (EDW))
- Alliance administration – includes addition/modification/deletion of basic Alliance customizable elements including CTIs, Assignment Groups, and Fixed Codes as well as related additions/modifications/deletions to SRT tool
- Perform duties related to case resolution, troubleshooting, fault isolation, repair and maintenance of large enterprise IP Contact Centers
- Perform general network troubleshooting, repairs, fault isolation, implementation and installation for both local and wide-area connectivity, utilization tracking, node and router configuration, network troubleshooting, and resource growth planning
- Troubleshoot and repair voice related issues involving Call Manager and Unified Messaging
Qualifications
The ideal candidate is a motivated team player with the ability to drive outcomes in a high production environment. A willingness to be mentored into a leadership role is desired as this position is a gateway into a supervisor role. Strong computer skills and an upbeat and winning attitude are a must. The ideal candidate possesses strong work ethics with an emphasis on quality. Recommended depth of experience includes:
- BS in CS/EE or equivalent experience
- CCNA + three to five years experience building and maintaining large, multi-protocol, departmental networks using Cisco products
- Three+ years experience with a large (3000+ node) switched campus or university network
- Solid understanding of networking theory including detailed, specific knowledge of TCP/IP and other protocols over Ethernet, the fundamentals of T1, T3, and SONET circuits
- Experience with point-to-point circuits, modems, and asynchronous lines and the ability to order and troubleshoot these connections in conjunction with circuit providers
- Excellent organizational communication and customer service skills as applicable to a very technical environment
- Professional flexibility and reliability coupled with an ability to work with a high degree of autonomy
- Call Manager and Unity programming and troubleshooting experience
Compensation
FTE: Generous base salary + benefits.
How to Apply
Interested candidates please submit cover letter and resume to stsjobs@stsii.net or fax to 408-934-7906. Please reference job title and location in subject line.
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Tier II Network Engineer
Bangalore, India
Our STS team is looking for multiple Network Engineers to maintain, improve, and refine our productions network. They will interact with internal customers and Tier III IT Engineers to solve issues relating to wireless networking and wired networking.
Responsibilities
- Wireless networking
- Wired networking
- Router configurations
- Switch configurations
Qualifications
The ideal candidate is a motivated team player with the ability to drive outcomes in a high production environment. A willingness to be mentored into a leadership role is desired as this position is a gateway into a supervisor role. Strong computer skills and an upbeat and winning attitude are a must. The ideal candidate possesses strong work ethics with an emphasis on quality. Recommended depth of experience includes:
- BS in CS/EE or equivalent experience
- CCNA and two or more years experience building and maintaining large, multi-protocol, departmental networks using Cisco products or CCNP with one year experience.
- Solid understanding of networking theory including detailed, specific knowledge of TCP/IP and other protocols over Ethernet experience with point-to-point circuits, modems, and asynchronous lines and the ability to troubleshoot these connections in conjunction with circuit providers
- Excellent organizational communication and customer service skills as applicable to a very technical environment
- Professional flexibility and reliability coupled with an ability to work with a high degree of autonomy
- Experience with desktop or helpdesk and support of remote access
- Physically requires the ability to lift up to forty pounds
Compensation
FTE: Generous base salary + benefits.
How to Apply
Interested candidates please submit cover letter and resume to stsjobs@stsii.net or fax to 408-934-7906. Please reference job title and location in subject line.
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Tier II Voice Engineer
Bangalore, India
Our STS team is looking for voice engineers who will be responsible for resolving advanced AVVID issues within assigned regions. The primary function of an Engineer II is to facilitate escalations from internal STS personnel, external departments, and clients. The secondary function of the Engineer II role is to lead, manage, and execute projects in a timely manor.
Responsibilities
Overview
- Responsible for continuous high levels of customer service and professional assistance front end client environment
- Prioritize escalations appropriately, resolving business-critical issues first and managing the others in order of significance
- Manage regional and site queues. Monitor VS queues daily for outstanding issues and re-dispatch any misdirected cases. Contact Technical/Operation Leads for any assistance if case count is over 10 in any given day
- All projects assigned will be worked on a daily basis if applicable, driving towards completion in a timely manner. Communication with project lead, be it Cisco personnel or STS, must be maintained providing updates at intervals specified by project lead
- Familiarization with all of Cisco’s environments, understanding which departments service which technologies and how to engage these various departments. (Meeting Place, CROS, Cisco Tier 3, INS, IT Alpha, EMAN, AFS)
- Familiarization of Cisco tools including where to locate them, which applications they work with and how to use them (AM, TNM, UM, ADAM, Change Request tool, Circuit Management, CDR, Enterprise Monitor, Real time Monitor, Host Management, Host Finder)
- Respond to all emails with in 4 hours of receipt
- Engineer II employees will participate in the on-call duty pager rotation and will adhere to all on-call duty rules and processes
AVVID Call Manager (and related CM functionality)
- Provide front end client support (first level interaction), including timely updates up to case resolution
- Provide basic support for Call Manager MAC requests. This includes, but is not limited to; IP Phones (7960, 7970, 7985, IP Communicator, ATA devices, IPMA, VTA), analog devices (6624 FXS, VG248, POTS lines), Voicemail functionality (proper voicemail configuration on devices according to configuration standards)
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- Provide basic support for Call Manager repair cases. This includes, but is not limited to; IP Phones (7960, 7970, 7985, IP Communicator, ATA devices, IPMA, VTA), analog devices (6624 FXS, VG248, POTS lines), Voicemail functionality (VM profiles, MWI, using TNM)
- Provide training to clients on all Call Manager devices. Provide clients with necessary documentation or directions to online FAQ’s and support instructions
- If unable to resolve case, escalate and resolve with your designated escalation point or STS Engineer II while maintaining case responsibilities (i.e. client contact, case notes updates)
- Perform basic Call Manager dial plan testing when required
Unity
- Provide front end client support (first level interaction), including timely updates up to case resolution
- Provide basic support for MAC cases requiring mailboxes to be built utilizing Cisco applications (TNM, UM, & ADAM)
- Provide basic support for repair cases requiring mailboxes to be investigated utilizing Cisco applications (TNM, UM, & ADAM)
- Provide Unity training to all clients who are in need of further information. This should include Unity “cheat sheets” available on the web, STS team documentation, directions to CCO located documentation.
- Perform basic Unity testing when required (Post reboot tests)
- If unable to resolve case, escalate and resolve with your designated escalation point or STS Engineer II while maintaining case responsibilities (i.e. client contact, case notes updates)
Telco Circuit Management
- Provide front end client support (first level interaction), including timely updates up to case resolution
- Provide clients with proper direction for the provisioning of new telco circuits and services (ENS-PROV-TELECOM)
- Perform physical presence to troubleshoot circuits
- Provide vendor management when required (ex. Open telco tickets, provide updates, coordinate personnel)
In-Ceiling/Video Conferencing
- Provide front end client support (first level interaction), including timely updates up to case resolution
- Perform training to clients when needed
- Perform Eng I troubleshooting by identifying problems and request assistance when from escalation point or STS Eng II personnel.
- Provide vendor management with vendor(s) for all necessary cases
Qualifications
The ideal candidate is a motivated team player with the ability to drive outcomes in a high production environment. A willingness to be mentored into a leadership role is desired as this position is a gateway into a supervisor role. Strong computer skills and an upbeat and winning attitude are a must. The ideal candidate possesses strong work ethics with an emphasis on quality. Recommended depth of experience includes:
- BS (or equivalent work experience)
- CCNA required
- Working knowledge of Windows based operating systems
- Experience working with a case/ticket management system such as Remedy
- Ability to communicate clearly and effectively in English
- Demonstrated ability to analyze, troubleshoot and resolve technical issues of varying complexity with minimal supervision
- Ability to manage crises effectively
Compensation
FTE: Generous base salary + benefits.
How to Apply
Interested candidates please submit cover letter and resume to stsjobs@stsii.net or fax to 408-934-7906. Please reference job title and location in subject line.
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