JOB REQUIREMENTS:
> Should possess knowledge of the CMD line utilities needed to be able to provide logs and traces as required by Cisco TAC.
> Need knowledge of supporting Cisco's Intelligent Contact Management (ICM) Solution.
> Should be experienced in UCCE, CUCM and CVP.
> Possessing additional knowledge of MIS will be an advantage.
> Fluent communication skills in English and Arabic is needed.
> Skills in Unity, Exony, Calbrio, Voice Gateways, LAN, WANs and the CCVP certification will be an advantage.
JOB RESPONSIBILITIES:
> Overlook all associated servers, ACD's, IVR's, dialers, voice recorders, loggers and workforce management applications.
> Administer the ICM system with basic tasks (i.e. create Agents, Skill group, Call types)�
> Create and modify routing scripts.
> Ensure high levels of customer satisfaction by meeting SLA's by resolving service requests and maintaining the core-operating platform.
> Provide second line technical support for a range of CISCO IPCC and supported desktop, network, telephony and security infrastructure technologies.
> Provide support from 1st to 3rd line level.
