Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Provides ongoing Unified Communication s administration support including installation, maintenance and troubleshooting of hardware, software, applications and connectivity components. Provides technical support and advises on the use of programming tools, systems and networks. Provides support to address availability and reliability issues on various systems (that is, Microsoft Teams Voice, Cisco, Nice InContact Center,) across multiple locations. Operational responsibilities include remediation of daily incident tickets, system compliance, system run enhancement, testing, staging, policy / procedure enhancement, customer contact coordination and operational recommendations.

Responsibilties

Performs hardware and software installation and maintenance for an assigned organization, location or line of business.

Technical Oversight:

• Designs, installs, and maintains the organization s collaboration and communication (voice/video/IMP) infrastructure.
• Video conferencing meeting Rooms design and deployment.
• Gather technical requirements and translate them into hardware and software capabilities.
• Communicate technical design and coordinate proof-of-concept analyses to production.
• Exhibit expertise in Collaboration solutions, including Cloud calling and Contact Center (Nice InContact/Cisco Webex/ AWS / MS), and monitoring & manage tools
• MS Teams Voice and Audio Codec SBC expert.
• Manage and maintain the Number Database, Voicemail database, and feature operations of the organization
• UCCX Scripting, Call Flows & UCCX agent configuration. Knowledge with Cisco Finesse Application.
• has demonstrated the ability to use tools including Webex Tracer, Wireshark, and Fiddler
• UCCX agent Configuration and Team, Trigger, Call Control Group (CCG), CSQ and skills Configuration.
• Automation of UC operations with Python and other scripting technologies.
• Hands on Knowledge/ Experience of H.323, H248, MGCP and SIP and Knowledge of compression algorithms G729, G711, G722 etc
• Hands on Knowledge / Experience of Voice over Internet Protocol (VoIP) and IP
• Trucking concepts, topology design VoIP media RTP/RTCP
• Expertise with Signaling Protocols ISDN, CAS, Analogue, T1/E1 PRI, EM
• Extensive experience configuring, implementing, and troubleshooting QoS
• Impacts the quality of own work and that of the team.
• Strong problem-solving skills and the ability to work collaboratively.
• Works as a fully competent team member.

Secondary requirements:

• Candidate has experience of enhancement abilities through Scripting and REST/XML API familiarity.
• Candidate has proficiency across the Webex suite of products, with emphasis on telephony function.
• Possess an intermediate level of IP networking knowledge.
• Possess knowledge with Quality of Service (security concepts knowledge), as applicable to UCC.
• Candidate is comfortable to act on certificate expirations, CSR generation etc.
• Maintains required compliance reports and documentation.
• Supports team and cross-functional projects within defined area of responsibility.

Qualifications

• Diploma or equivalent work experience required.
• Minimum of 3-6 years of relevant experience or equivalent combination of education and experience in Unified Communication & Collaboration
• Good business English skills (Written and spoken).