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AI Summary
Responsible for diagnosing and resolving VoIP service incidents and managing tickets according to SLAs. Implements changes on VoIP platforms and executes RFCs following ITIL processes.
Escolaridad: Lic. /Ing. en Sistemas, Informática, o afín
Asignación Laboral: Híbrido - Aguascalientes y/o Remoto en otro estado.
Conocimientos y experiencia de mas de 5 años en:
Technical, Business & Role Skill
Support Cisco Unified Communications
-Communications Manager
-Unity Connection
-IM and Presence + Jabber
-Contact Center Express
-Support Cisco Voice Gateways utilizing various protocols including SIP, H323, MGCP and SCCP
Avaya
Experience: 3 ~ 5 years Required Skills:
Support for Avaya Contact Center Products, i.e. Voice Portal, Application Enablement Services, Call Management Server and Avaya Aura Contact Center, Work Force Optimization or UC products (Voice) Engineer i.e Communication Manager, Session Manager, System Manager & System Platform.
Gestión de Incidentes
Atender, diagnosticar y resolver incidentes relacionados con servicios VoIP.
Registrar, clasificar y priorizar tickets conforme a SLA.
Realizar troubleshooting en telefonía IP, SIP, RTP y red asociada.
Escalar incidentes según nivel de complejidad.
Gestión de Cambios
Implementar cambios en plataformas VoIP (PBX, SBC, gateways).
Ejecutar solicitudes de cambio (RFC) conforme a procesos ITIL.
Participar en mantenimientos programados y ventanas de cambio.
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