Contact Center Solution

Job Description

Responsibilities:

*Provide voice infrastructure design, strategy & implementation plans for the Cisco Contact Center Enterprise environment.

*Engineer and optimize Contact Center routing environment, including call ICM, CUSP, and CVP.

*Influences strategy to constantly maintain and drive towards a next-generation voice network infrastructure.

*Work closely with Engineering, Architecture, Application Development, and Governance groups to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center.

*Collaborates with peer technology engineering leaders in evaluating and developing next-gen technologies that can be leveraged across disciplines. Collaboration focused on IVR and CTI development teams.

*Develop proposals and present to management.

*Create and update policies and procedures

*Mentor other engineers and provide escalation support to the production support team.

*Work closely with business partners on telephony related projects and initiatives

Requirements:

*Expert level proficiency of Cisco Call Center technologies such as Cisco UCCE, Contact Center scripting.

*Strong Experience in VXML scripting and IVR development

*Experience with large scale call center environments

*Strong experience in call flow design and development in Cisco UCCE environments

*Background inVoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and Webex and Jabber.

*Strong knowledge and experience in dial plan designs and implementation

*Strong experience in Cisco Gateway and Gatekeeper configurations and administration

*Experience with SIP and H.323 protocols

*Knowledge and experience of Cisco IOS Cisco gateways to include Cisco 29XX, 38XX, AS53XX and AS54XX.

*Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions

*Work closely with business partners on telephony related projects and initiatives

*Provide knowledge transfer to peer engineering teammates.

*Be able to work in a geographically dispersed team environment

*Excellent written and verbal communication skills.

*Excellent computer skills necessary in Word, Excel, Presentation, Project and Visio.

*Excellent people skills with ability to handle difficult personnel situations.

*Ability to establish and define automated system installation/configuration procedures.

*Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure.

*Excellent analytical skills and the ability to apply them towards the investigation of existing installations.

*Ability to establish performance models and validation techniques.

*Must be able to communicate effectively with technical and non-technical audiences.

*Should have an understanding of current industry trends and their advantages with ability to right fit into an existing environment.

*Experience in a large enterprise contact center environment.

*Voice experience within e-commerce or financial services industry.

*6+ years experience in Cisco voice/data communications

*CCVP, CCIE certifications a plus and/or 4 year college degree or equivalent experience.

*Must be a self-starter with the ability to work independently and in a collaborative team environment.

Qualifications

Cisco UCCE

Additional Information

HcL America