EY IP Telephony Engineer in Kerala, India
Title: IP Telephony Engineer
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.
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.
Telephone number extension management
Recurring system tasks
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
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.
3-5 years in a telecommunications operational role
Technical experience is a large diverse voice environment
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
Strong teamwork and collaboration skills
Excellent documentation skills
Technical experience in a large diverse voice environment
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