Job Opening details:-
Company Name :-
Zensar Technologies

Position Name :-

Company Location :-
Pune, Maharashtra

Full Job Description :-

# Technical Skills:

High level Avaya & Cisco VOIP support activities under scope of work are listed below:

Work on MACD (Move, Add, Change and Delete) requests for Avaya and Cisco users

Troubleshooting issues related to AVAYA Communication Manager, Media Gateways, CMS, IP endpoints, Voice and call quality issues

Work on hardware replacement (phones and headset) with help from onsite VOIP support team for both Avaya and Cisco users

Work on voicemail issues and configuring voicemail in Cisco Unity for Avaya and Cisco phones

Work on requests related to call forwarding (EC500), BRIDGE line, coverage answer group, CMS Agent ID and agent group creation, VDN creation, toll free number issues

Work on priority tickets where entire site is impacted

Work on break fix issues related to CUCM, CUC, CUPS, phone registration, call routing, Cisco Jabber, hunt group creation, call forwarding and call appearance.

Create E911 tickets for e911 updates for Cisco and Avaya users

Should worked on Cisco Expressway Edge, Cisco WebEx Meeting Server, Cisco Expressway Core, Cisco Unified Contact Centre Express.

Experience on IPC Unigy.

Experience on Cisco Telepresence Management, Cisco Meeting Server, Ascom Dect Gateway, Redbox Voice Recorder, Polycom Devices.

Knowledge on Tiger 2020 Call Logging and Billing.

# Other requirements:

Excellent Communication Skills (both verbal and written).

Flexibility and readiness to work in 24×7 shift structure.

Readiness to work in Night Shifts.

Hands on exposure and experience to have worked with US/UK based customers preferred.

Hands on L1/L2 level of exposure and technical expertise to work on Cisco/Avaya VoIP technology.

Cisco/Avaya/CCNA/CCNP certifications preferred.

Must have very good understanding of ITIL process framework, hands on experience on the same and ITIL Certification is preferred.

Hands on exposure with ITSM tools.


1. Consultant shall suggest to the business any IT support process and improvements and their observations, if any;

2. Consultant team will call Charter VOIP System admin team as and when needed for ticket resolution or project work where additional information or support is needed from Charter to resolve the tickets.

3. Consultant shall induct and train new offshore resources along with Charter;

4. Consultant shall suggest changes during transition and operation; any changes will be subject to approval from both Consultant and Charter IT teams. Before approval is given, necessary cost implications will be discussed, understood and fulfilled;

5. Consultant shall regularly assess the Services and in the event Consultant feels an adjustment to the resource loading is needed, Consultant shall submit a change order for such adjustments. Such requests shall be subject to the provisions of this SOW and the Master Agreement and shall include sufficient information to justify the need for adjustment, and will include the following, at a minimum:

a. The change in the amount of effort needed to provide support services identified under this proposal, and,

b. Revised fees and payment structure.

6. Consultant shall perform the Services as per the scope with current configurations and current setup. Any new additions in the technology, locations, equipment which is not part of current scope will be considered and may require a SOW Amendment

7. For voice communication, Consultant will use Masergy.

Primary Location
: India-Maharashtra-Pune

Job Posting
: Mar 29, 2022

Experience Required (In Years)
– 4
– 7