BT Lead Consultant/Manager, S&IT in Bangalore, India

Purpose Of Role:

The role holder is responsible for the design and implementation of Cisco HCS solutions. He/she provides technical design, support, resolving escalated technical issues within their own work area during implementation and in-life phase.

The role holder should leverage the experience of the relevant BT wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role.

Key Responsibilities:

  • To provide ICT advice and/or professional services to both internal and external clients.

  • To provide support on projects, carrying out elements of the research, analysis and/or delivery.

  • To provide operational support ensuring KPIs and SLA are achieved.

  • May lead on the delivery of specific components of a project.

  • To draft reports and discuss recommendations based on research with their manager.

  • Share expertise with peers.

  • Occasionally provides on the job training to other team members.

  • To support the development and implementation of unit policies and procedures.

  • May involve liaising with internal, external and third party suppliers.

  • To input to cost/timescales solutions/options and manage expectations as appropriate with customer or business unit/LoB teams.

  • To personally participate in and contribute to BT wide professional community activities where applicable e.g. knowledge sharing, best practice within BT and external industry.

  • To use the relevant BT wide professional community framework to raise their skills and those of their team to the recommended PC standards.

Authority/Decision Making:-

  • Completes own role independently or with minimal supervision/guidance.

  • Uses discretion in identifying and resolving complex problems and assignments.

  • Specific instruction is usually given and work is reviewed at frequent milestones.

  • Determines when problems should be escalated to a higher level.

  • Ability to determine the delegation to team members that report to the role.

  • May have some budget responsibility

Qualifications:

  • B. E / B.Tech/M.Tech / MCA(Relevant experience of 6 Years)

  • Relevant on hands Experience

  • Years of Experience 10 to 15 Years

Skills/Experience:

  • Demonstrates competence in own area and may still be acquiring higher level skill.

  • Hands-on experience at least two or three Call Centre Products will be added advantage.

  • Typically works with moderate guidance in own area of knowledge.

  • Deepens knowledge/skills in one area or broadens ability over a variety of skills.

  • Applies knowledge/skills to a variety of standard day to day activities.

  • Identifies unusual technical problems

  • Responds to client requests in non-standard situations, and investigates all the facts.

  • Understands the key business drivers; and uses this knowledge to focus own work.

  • Works to control costs related to own work.

  • Identifies the problem and all relevant issues in straightforward situations; is able to generate possible solutions and assess each using standard procedures, leading to a sound decision.

  • Prioritises and organises own work to deliver to agreed deadlines.

  • Probes and listens carefully.

  • Able to present information clearly and in an appropriate style to make technical information clear.

  • Persuades others in straightforward situations.

  • Able to contribute actively in team activities, sharing experience and ideas.

  • Builds productive relationships internally and externally.

  • Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team.

Technical Skills:-

  • Cisco Unified communications Manager (CUCM) – Call control

  • Cisco Unified Communications Manager Business Edition (CUCMBE)

  • Unity Connections (CUC) – Voice mail

  • Cisco Unified Contact Centre Express (CUCCX)

  • Cisco Unity Express - Voice mail (CUE)

  • Cisco communications Manager express & Survivable Remote Site Telephony (CUCME &SRST)- Call control

  • Cisco Unified attendant console – Attendant console

  • ARC – Attendant console

  • Cisco Voice Gateways

  • Cisco Unified Border Element - SBC/Gateway.

  • Cisco HCS/Cisco Hosted Collaboration Solution (HCS) – Cisco.

  • VOSS for Cisco HCS

  • CUCDM Cisco Unified Communication Domain Manager

Desired Skills

  • Voice Skill Areas

  • Full Cisco UC

  • Call Recording

  • Call Routing

  • SIP and VOIP voice configurations and trunking

  • Cisco Unity connection Architecture deployment and support preferred

#LI

Job: IT, Systems and Security

Title: Lead Consultant/Manager, S&IT

Location: India-India-Bangalore-Bangalore

Requisition ID: 92999