Lead Analyst – UC Voice Support

Lokáció Budapest
Állás típusa Teljes munkaidős
Elérhető 7 hónapja
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

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

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