EY IP Telephony Engineer in Kerala, India

Title: IP Telephony Engineer

Location: IN-Kerala-Kochi

Job Number: GSS0047F

The Telephony Operations within EY provides Level 2 telephony support for Cisco & Alcatel IPT systems. He will be responsible for administration, configuration, troubleshooting, optimization and maintenance of our Alcatel/Lucent and Cisco IP Telephony infrastructure.

Qualifications:

Responsibilities:

  • Keep our non-legacy IPT systems(Cisco & Alcatel) in an operational healthy state

  • Managing incidents, first impact analysis & communications and escalations to our internal telephony operations team

  • Configuration of special features in Call Manager.

  • Capacity management

  • Telephone number extension management

  • Recurring system tasks

  • Checking backups

  • Analysing error logs

  • Capacity checks (see capacity management)

  • Proactive system health checks

  • Provide Telephony Ops with a single point of contact

  • Gateway trouble shooting and escalation to Level 3 telephony operations team

  • Asset/configuration database management

  • Regular reporting of KPIs, system resources, licenses, etc

  • Device configuration auditing, tool inventory audits

  • Supporting our local Onsite Services and centralized Remote Services organizations

  • Supporting with telephony administration tasks as raised by the internal telephony operations team

People responsibilities:

  • Typical role is to ensure that telephony systems are operational 24x7 globally; resolving outages on our systems which include Alcatel and Cisco and proactively manage and monitor the systems to ensure the agreed availability and service quality.

  • Decision making responsibilities are related to resolving technical issues within our service description and ensuring necessary communication and escalation with other teams including the IP Telephony operations team.

  • Also there will be requirement to support various projects which comes as Business requirement.

Skills Requirements:

  • BE/BTech/MCA/BSc

  • 3-5 years in a telecommunications operational role

  • Technical experience is a large diverse voice environment

  • Cisco CCNA

  • CCVP / CCNP voice or Alcatel/Lucent ACFE certified desirable

  • Knowledge of CUCM, CUC, UCCX is a pro

  • Knowledge and proven experience in the use of ITIL within and operational organization

  • Fluent English skills in speech and writing

  • Communicative personality

  • Strong teamwork and collaboration skills

  • Excellent documentation skills

Technical Skills:

  • Technical experience in a large diverse voice environment

  • Cisco CCNA

  • CCVP / CCNP voice or Alcatel/Lucent ACFE certified desirable but not essential

  • Knowledge of UCCX, Unity and Cisco Contact center is a pro

  • Knowledge and proven experience in the use of ITIL within operational organization