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Junior Consultant Specialist

2 months ago

San Antonio, Texas, United States HCL Technologies Full time

Position Overview:

We are seeking a dedicated Junior Consultant Specialist to join our dynamic team at HCL Technologies. The ideal candidate will possess a profound understanding of UCCE, ICM, and Cisco IPT, with a minimum of 10 years of pertinent experience.

Key Responsibilities:
1. Demonstrate expertise in SIP protocol, SIP call flow, and SIP troubleshooting.
2. Manage and execute significant version upgrades and platform migrations.
3. Conduct comprehensive end-to-end troubleshooting for UCCE systems.
4. Utilize hands-on experience with SQL queries to support operations.
5. Address Cisco Dialer issues and provide troubleshooting assistance.
6. Facilitate coordination with TAC and third-party vendors.
7. Oversee incident management and release management processes.
8. Optionally, apply Cisco ICM scripting knowledge as needed.

Quality Assurance:
1. Uphold quality standards, regulatory requirements, and company policies.
2. Ensure a positive customer experience and high CSAT through effective resolution strategies.

Service Improvement:
1. Contribute to the creation of proposals aimed at enhancing service delivery.
2. Independently resolve tickets while meeting agreed SLAs for volume and response time.

Support and Training:
1. Provide support for on-call escalations and L3 level assistance.
2. Engage in incident and problem management activities.
3. Participate in value-adding initiatives such as knowledge base updates, training new hires, coaching analysts, and conducting interviews.