Cisco UCCE-Location-Chennai- Top Bank - Permanent third party payroll

Job Description

Cisco IP Telephony Engineer with Contact Center Enterprise (UCCE) ExperienceJob descriptionThe Unified Communications (ITSCU) unit is seeking an experienced IT professional who will support the current Contact Center Enterprise and IP Telephony infrastructure that has been deployed for World Bank Group users globally. The candidate will have the responsibility of configuring, supporting and troubleshooting the Cisco Contact Center Enterprise infrastructure and Finesse Gadget installation.The successful candidate should be well versed in Cisco Contact Center Enterprise and Unified Communications technologies, and who also has a working knowledge of Cisco Voice and Network components coupled with system administration. He/she will be a methodical problem solver and will analyze and resolve business challenges and is comfortable with peer and supervisory feedback. He/she must possess a desire to learn and adopt new processes for continual improvement and to keep abreast of new technologies.The position will be participating on an on-call rotation and may be called upon to work off-hours to support customer escalations. Some weekend, evening and shift work and standby support will be required.Primary Accountabilities & Responsibilities of this position include:
• Create, maintain, and support medium to complex scripts in the Cisco UCCE environment
• Work with customers defining discovery requirements and provide Visio and other necessary documentation
• Provide:
• Tier 2 and 3 supports for UCCE incidents
• Mentoring and support for Contact Center staff
• CUIC Reporting support
• Provide configuration, support and troubleshoot of Contact Center Enterprise (UCCE) components: ICM, CVP, VXML, CUSP, CTI, CUIC, Finesse, Live Data Server. ICM and Call Studio scripting.
• Cisco UC knowledge: Administration, Configuration, Support, Monitoring& troubleshooting
• Assess, design, and document technical requirements supporting business units
• Perform other duties as assigned by team lead.
Specific Duties:
• Design, implement, manage, build profiles, etc. and troubleshoot Cisco Unified Contact Center Enterprises solution in a Distributed environment.
• Provide network engineering and support on Cisco Contact Center Enterprise Platforms.
• Responsible for implementation (build) of a variety of call routing scripts for Cisco Contact Center applications and peripherals.
• Extensive hands-on experiences in the CiscoUCCE scripting environment
• Proficiencyin articulating medium to complex scripts and ability to traincolleagues on new scripting techniques.
• Experience with:
• CUIC Report Definition Designer to create reports to meet business reporting requirements.
• Solid knowledge of Finesse andPermalink
• Python, Java and other scripting languages
• Ability to:
• Manage projects
• Gather requirements and discovery components when meeting with customers.
• Use Visio to document call flows
• Nice Engage Platform,Nice Call Recording, Nice VoIP logger, Playback Portal and Sentinel Server.
CISCO Unified Contact Center Enterprise (UCCE) Mandatory Skills
• Bachelors degree in Computer Science or equivalent level of experience in Information Technology, Networking (VOIP and Call Center)
• Cisco Collaboration certifications preferred.
• 4 to 6 years on CISCO Contact Center Enterprise Administration and Troubleshooting (UCCE): ICM, CVP, VXML, CUSP, CTI, CUIC, Finesse.
• Experience with Network Management tools
• Ability to work independently and with a strong sense of system ownership
• Collaboration skills and attention to detail
• Strong analytical and organizational skills
• Able to work independently and as part of a team, and solve problems using creative solutions
• Ability to organize and prioritize workload and remain flexible in an environment of constantly changing priorities
• Being Proactive
• Experience with Voice recording platforms (Recording, playback)
CISCO Unified Communications Nice-To-Have Skills
• Unified Communications Administration and Troubleshooting knowledge: CUCM, CUC, Webex App, CUBE/ Voice gateways, voice circuits (PRI &SIP trunks).
• Good knowledge of Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), G.711 and G.729 codecs, Digital Tone Multi Frequency (DTMF), H323, QoS.
• Cisco UCS VMWare
• Linux Administration.
• Microsoft SQL.
• SPLUNK monitoring & Reporting

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