Lead Analyst – UC Voice Support

Lokáció Budapest XII. kerület
Állás típusa Teljes munkaidős
Elérhető majdnem 2 éve
Referencia szám 4-10-35294

Pozícióleírás megtekintése

Join one of the newest Business Support Centres in Budapest!

Our international power management partner is looking for a UC Voice Support Lead Analyst for the following tasks:

  • Provide level 2 & 3 operational and technical support for Cisco PBX and Contact Centers on a worldwide basis to customer sites inside of company's including the following technologies: Cisco Call Manager / Cisco Unity Connection / IP/TDM Gateways / Contact Center Express and Enterprise / Jabber / Cisco Telepresence / Audio/Web conferencing
  • Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking.
  • Generate clear and concise documentation.
  • Act as a focal point for organizing a technical team, driving resolution and communicating status during critical, high impact incidents.
  • Engage with vendors to collaborate on support and monitoring tools, roadmap and impact on support.
  • Drive high availability by maintaining current versions, firmware releases and vendor suggested improvements.
  • Ensure effective operation and management of all communications systems.
  • Lead the effort to define and deliver the strategy, services and capabilities in the areas of voice, video and real-time collaboration.
  • Support planning for Enterprise Cisco voice systems. Provide input to design, project plans, implementation plans, and support global enterprise voice communications architecture,
  • Provide support to delivery functions working in regional or business unit projects.
  • Provide guidance & leadership to less experienced engineers.
  • Ability to work effectively with and provide guidance to other members of the team


Minimum Requirements
  • Bachelor’s degree from an accredited institution in Information Systems / Computer Science or equivalent
  • 5+ years of experience with Cisco IPT Technology
  • Minimum of 7-10 years of experience in IT
  • Consulting experience with Cisco products

Preferred Requirements
  • Experience with Cisco Contact Center Enterprise
  • Working with outside vendors (ie. Cisco TAC, Avaya, etc) to escalate technical support issues.
  • Strong administration knowledge of Cisco Call Manager (CUCM) and Unity Connections.
  • Strong knowledge in Cisco IVR/ ICM/ UCCE / UCCX/ VXML Gateways / CVP /CUIC/ Finesse /Jabber including scripting, configuration and call routing, ICM DB mgmt. and CVP Call Studio.
  • Knowledge of integration with CRM tools, Live Chat, email etc.
  • Strong knowledge of Trunking, Protocols, Hunt group configuration and Call handler.
  • IP Telephony systems administration, configuration, and implementation preferably multi-vendor solutions
  • Knowledge of TCP/IP, VoIP and WAN networks
  • Cisco Voice Certified.
  • CCIE Certifications a plus
  • Excellent problem solving and troubleshooting skills
  • Strong communications skills in English. Other EU languages (German or French) is an advantage.
  • Global team experience a plus.


  • Challenging projects in dynamic collaborative team
  • Excellent working environment
  • Our partner invests in their employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities

Other notes

To apply for this offer, please follow the "Apply now" button. The salary rates presented here are monthly gross and are based on Grafton Recruitment's research into salary trends. The final salary offered upon hiring will depend on how closely the candidate meets the requirements set out in the job offer. Job offers by Grafton Recruitment are not commercial offers within the meaning of the Hungarian Civil Code. We kindly inform you, that we will process all applications with full discretion and contact selected candidates. Your personal data will be processed and used according to our Privacy Policy.

For more related job opportunities visit www.grafton.hu/en/jobs/it-telecommunications/

IT and Telecommunications | Infrastructure engineering | Administrator | Analyst | Cisco | Telecommunication engineer