
Cisco UC Scripting T3
Inpiredge IT Solutions
Essential Functions
· Collaborates and consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast paced and demanding environment
· Follows up with customer contacts to ensure satisfactory resolution
· Reports findings, tracks progress, and documents customer communication within incident management system
· Manages workload in a manner that meets defined Service Level Objectives
· Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
· Develops positive working relationships with internal and external customers
Required Qualifications
· 5 years’ experience performing break/fix, moves, adds and changes for telephony equipment and adjuncts
· 5 years’ experience supporting Cisco solutions
· Cisco examples: Cisco Call Manager, UCCE/UCCX, Cisco Voice Portal, Unified Messaging, Voice Gateways, CUBE, WebEx Calling and Contact Center
· ICM and VXML Scripting
· 2 years’ experience using an automated ticketing system
· 5 years’ experience supporting Cisco hardware and software
· Must possess strong computer skills and excellent working knowledge of general business applications Including MS Word and Excel
· Must possess excellent oral and written communication skills in English
· Highly skilled in writing with details, accuracy and consistency
· Strong analytical, interpersonal, and relationship building skills
· Must be familiar with both voice and data equipment and technologies
· Superior skill in the use of the Internet, e-mail applications, procurement/inventory systems, maintenance
· Management systems and payroll / timekeeping applications
· Strong work ethic and personal drive to excel
· Strong sense of urgency and commitment to get the job done
· Superior negotiation, coordination, and conflict resolution skills
· Ability to use (and learn new) complex systems, technologies, and applications
· Ability to adapt to change quickly and multi-task
Desired/Preferred Qualifications
· Industry certifications on telephony and associated technology solutions, depending on team placement
· Cisco Certifications
Two years working experience in the managed services industry