1. Knowledge of Contact Center business and strong knowledge of Call Control and IP based solutions. 2.

Should be able to implement and support ACD !CC"# groups$ and interface with internal customers %. Pro&ide 'ier 1 and 'ier 2 support for all issues related to !CC($ !CC"$ C)P and telecom applications. *. 'roubleshoot issues related to Agents$ scripting $ call flow of contact center etc +. Performs changes$ upgrades on !CC($ !CC"$ C)P$ infrastructure for new re,uirements$ maintenance etc. -. In.depth knowledge and hands on e/perience of IP 'elephon0 and strong operating e/perience in the following areas1 IP 'elephon0 Cisco Call2anager$ !nit0#$ Call Centre IPCC "/press and "nterprise#$ )oice gatewa0s$ 3atekeepers and C)P ser&ers. 4ands on e/perience configuring Cisco IP5I)6 and C6S. 7. 4a&e good communication skills.

*Good Knowledge of Voice Networking Call Manager, VOIP, Callcentre, Application Networking, Voice Gateways, Gatekeepers, SIP, !"!, IP telep#ony, $nity Voice%ail and $nity connection& *'o(ting )*perience is an added ad+antage& *! , - years of o+erall e*perience wit# %ini%(% . years of e*perience in Cisco Voice tec#nologies *Very good knowledge of Cisco $C prod(ct line and tec#nology *A/le to i%ple%ent a $C network, gi+en a design doc(%ent and c(sto%er re0(ire%ents& Generates +oice network config(rations fro% 1ow 1e+el 2esign for #ig#ly co%ple* en+iron%ents3 e*pected to generate standard pro4ect doc(%entation incl(ding detailed test plan for #ig#ly co%ple* networks *Perfor%s analysis and diagnosis of #ig#ly co%ple* $C networking pro/le%s *5(ilds si%(lated $C networks in test la/s to resol+e #ig#ly co%ple* pro/le%s and co%pati/ility iss(es *Plans and e*ec(tes #ig#ly co%ple* $C $pgrade and Migration acti+ity *Assists c(sto%er wit# deploy%ent of related tools t#at s(pport a c(sto%er and related Network Manage%ent Syste%s *CCNA, CCVP certifications desired, CCI) 6Voice7 preferred& Good co%%(nication and c(sto%er %anage%ent skills&

Design and implementation skills in the following products. Cisco !nified Contact Center "nterprise solution. Cisco )oice Portal solution. Cisco 8utbound 8ption. Cisco "mail Channel.

Cisco 9eb Channel. :uance AS6 and ''S solution integration with Cisco )oice Portal. )(2; programming and integration with e/ternal applications. C62 integration with C)P solution using 9eb Ser&ices. :uance AS6 and ''S solution integration with Cisco )oice Portal. Integration of Cisco C'I8S 5 CAD agent desktop with C62 application. !ni&ersal <ueuing and 6outing of contacts across 'elephon0$ 9eb$ "mail$ =A( > S2S. SIP 'runk at ingress integration with Cisco )oice Portal solution. Cisco 8utbound solution pre&iew$ progressi&e and predicti&e dialer implementation. Securit0 transaction implementation between Cisco !CC" and other applications. Customer management . 'eam management.