BT N2 TOIP et Call Centre (UCCE) in Paris, France

Principales activités/ taches

  • TOIPComplex Incidents ownership :Qualification, Troubleshooting &Resolution

  • TechnicalLeadership with L2 TOIP engineers

  • TechnicalLeadership in TOIP or Call centre Customer Crisis

  • LowLevel Design documentation writing

  • Administrationprocedures writing for L1 and L2 teams

  • Administration& Security Management of CUCM platforms

  • Administration& Security Management of UCCE platforms

  • ChangeManagement: TOIP users & Agent configuration (phones, CAD and ecosystem)

  • ChangeManagement: TOIP & UCCE design & routing & call flow

Compétences requises

Connaissances techniques exigées

  • VoiceGateway physical and logical configuration

  • VXMLphysical and logical configuration

  • Call Manager TOIP : Implementing Cisco IPTelephony and Video Part2 - CIPTV2 - 300-075

  • CallManager Installation & Configuration

  • UCCE Configuration

  • SIP Trunk

  • TDM telephony (E1, T1)

  • Windows & Linux administration& Scripting

  • UCCESQL Database Administration and Advanced User

  • Trace& Troubleshooting tools : Voice Gateway, DNA, RTMT, UCCE, SQL, understandingof logs, ……..

  • AttendantConsole

  • RecordingSystem: NICE

  • Wallboards

Connaissance fonctionnelles (finance, gestion de projet, ITIL…)

  • ITIL-based process (Changemanagement, Incident Mangement, …….)

Aptitudes personnelles et comportementales

  • Une aisance rédactionnelle(Rédaction technique), autonome , organisé et rigoureux

  • Travail en équipe

  • Resistance au Stress

Langues

  • Good Level in English

Job: Customer Service and Contact Centres

Title: N2 TOIP et Call Centre (UCCE)

Location: France-Paris

Requisition ID: 90489