Job description:

JOB PURPOSE To act as a Voice Engineer in the best interests of the company. Delivering technical support and projects to a large user base of EMEA staff. Providing analysis, diagnosis and resolution of business issues for telephony systems. The role requires a high level of BAU technical support across to various Business Units on telephony and contact centre infrastructure, involving escalations from Service Desk and Desk Side Support and assisting with telephony related project work. The individual must be an SME in some of the telephony\\voice disciplines specified. The role expected to be responsible for delivering on telephony\\voice initiatives/projects and innovation including d Problem Mgmt and be capable of working with stakeholders to innovate\\improve in this domain. KEY ACCOUNTABILITIES/DELIVERABLES Provide Level 2-3 support for all UK voice systems, covering support, BAU admin, and maintenance in line with company standards. Act as one of the SMEs for UCCE and CUCM Providing recommendations and expertise towards consolidation/migration of the voice estate to company standard, and proactively identifying and presenting appropriate improvements. Technical fault finding and incident management Support IT colleagues with resolving a mixture of 2nd and 3rd line tickets Provide diagnosis and resolution of voice incidents Ensure resolutions are fit for purpose and implemented in a safe and controlled manner Maintain and ensure high levels of network/voice availability and resilience Oversee the day-to-day management of the Voice estate, and proactively recommend areas where improvements and additional functionality may be appropriate. Implement change in an appropriate, controlled manner Make sure that CMDB (change management database) / documentation is kept up to date and fit for purpose Ensure work is carried out to the appropriate quality and company standards and timescales Deploy and maintain corporate standards Any additional duties & responsibilities that may reasonably be expected to be undertaken Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher s shared values, in particular, putting clients at the heart of our business PERSON SPECIFICATION Qualifications An ITIL qualification is desirable but not essential. Technical Knowledge Good technical expertise in Cisco UCCE and related products Excellent hands on experience in Cisco CUCM and suite of related products Unity Voicemail, Expressways Upgrade/installation of UCCE , hands on Creation of ICM script and Monitoring Understanding of how scripts relate to Wallboard, CUIC requirements Ability to debug UCCE logs either via dump logs or Diagnostic Frame Portico Understand UCCE SQL tables and use of queries Ability to understand the agent log on procedure through to call answering , with view to debug all actions CUIC experience use of Default reports and customized reports Creation and deployment of UCCE Scripts -understand Call Types, Dial numbers, RONA,PQ s / Skill groups Previous experience of building UCCE scripts via Call Studio Ability to create IVR and Menu options within Unity Voice Mail Video Technologies WebEx, CMS, TMS Voice over IP Protocols (SIP, H323, MGCP, SCCP, etc.), Legacy Voice Protocols (ISDN, QSIG etc.) Ability to debug voice gateway including Qsig, SIP protocols Desirable Wallboard- 2ring Outbound Dialer- Acqueon Call logging Voice Recording Vebra , BiB SIP trunking Any experience on Genesys Contact Centre will be a huge plus Experience Demonstrable experience of hands-on involvement in setting and managing enterprise voice systems UCCE and CUCM Project involvement should be