Contact Center Solution
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.
Cisco UCCE
HcL America