Role: Messaging & Collaboration- VOICE SME
Location: Joplin Missouri USA
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
Seeking a technical Support professional to provides technical support on MS Teams and Cisco platform.
Job responsibilities include:
· Working on day to day administration tasks like MACD request, proactive incident management, DID management
· Working on alert management, voip device registration, profile creations on Teams and Cisco
· Understanding of Global service offerings such as SIP Trunking, Audio and Video Conferencing and IP Telephony architectures
· Good knowledge on video conferencing and interop as expected to support on similar scenario and endpoints with knowledge on product similar to pexip
· Troubleshooting PSTN call issues and coordinating on Trunk, PRI issues
· Good understanding on MS Licensing
· Experience with SBC and voice gateway and understanding on Direct Routing configuration to provide support on same.
· Good experience with VOIP end points like Cisco or Teams Compatible devices like registration, firmware upgrade, troubleshooting
· Ability to troubleshoot and fix various technical problems
· Troubleshooting endpoints/gateways/gatekeeper registration
· Knowledge about Emergency Location and Assignment
· Experience managing voicemail system and troubleshooting Voicemail & Unity Call handlers
· Ability to read and analyse log files and network traces
· Day to day report fetching and analyzing CDR for proactive incident management
· Strong experience on log analysis, packet capture and ability to interpret
· Knowledge on ITIL & Safe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management.
· Strong knowledge in H323, SCCP, and MGCP, SIP
· Design, Deploy and Troubleshoot phone profiles into portals
· Good understanding about voice dial plan , voice policies
· Identify, design and support solutions for PRI, DID, Toll free service, and other telecom services
· Knowledge on working with vendors (global and local telecom carriers) for ordering and operations or coordinating problem tickets
· Good Knowledge on Analog device support like fax, paging
· Prepare installation and upgrade procedures to be carried out on a CUCM or unity infrastructure to mitigate known bugs
· Develop processes and procedures to enhance effective support
Skills
· Experience in supporting Microsoft teams & Cisco IP telephony
· Deep level of understanding of voice technologies:
o Enterprise Voice configurations , Direct Routing in MS Teams
o Voice policies & Class of Restrictions
o Routing over a complex infrastructure (TDM , SBC, SIP, Media Gateways, VoIP, H.323 )
o PBX, Codecs, QoS
o read logs/traces from CUCM & MS Teams
o SBC configurations and troubleshooting (AudioCodes)
· Tier 3 troubleshooting expertise
· IOS Gateway knowledge: configuration, administration, and troubleshooting
· Protocol expertise in SIP, SCCP, MGCP, H323
· Experience with Cisco video infrastructure (Expressway, VCS,SX & MX series endpoints)
· Experience in supporting emergency responders (Cisco & Intrado)
· Experience in Supporting voice recording system (Cisco & MS teams)
· Experience in supporting PEXIP video integrations
· Experience in supporting IP Fax servers
· Should be Strong in Networking concepts and knowledge of VoIP with Routing & Switching Protocols, TCP/IP, QoS, SIP, VLANs, and WAN protocols and technologies
· Must have prior experience providing technical support to Enterprise Customers.
· In-depth Knowledge of Media gateways & Session Border Controllers.
· Good Working Experience and understanding of various Codecs (G.711, G.723, G.729 etc.) and VoIP technology.
· Microsoft team telephony as direct routing and operator connect
· Experienced on Audiocodes and ribbon sbc
· Anywhere 365
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
