Contact Center Expert

Job Description

To Involve in Design, build, run (L3 support) & engineering activities for Cisco contact center and ecosystem portfolio Design & BUILT :: Ensure technical lead for the Design, deployment and operational support of Cisco Contact Center Solutions:Produce HIGH & Low Level Design documentsCoordinate Customer Acceptance TestingImplement & Support UCCE ( ICM, CVP IVR and UCCX scripting, Finesse, CCMP, CUIC, Live data reporting ), HCS, PCCE, UCCX and Coordinate deployment of all Call Centre adjuncts. RUN phase: To provide professional technical support and troubleshooting for all issues received related to Cisco CC.Resolve complex customer issues on Cisco CC and voice recording( NICE / Verint; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Cisco CC products.Provide status updates to CTS. Inform customer on technical progression, if/when required.Provide Level 3 support in Run Phase for Cisco Call Centre products in the areas of:Incident ManagementChange ManagementAvailability ManagementRelease ManagementCapacity Management Engineering activities: Engineering & validation on Cisco CC productsTest of patches, new versions for all Call Centre adjunctsBeta testing of new functionality; Testing of toolsTechnology watchCoordination with Orange other engineering teams and Cisco R&Dabout youStrong knowledge and experience with Cisco ICM/Unified CC Enterprise & hosted editions (UCCE/H), Customer Voice Portal (CVP), Cisco Finesse, Cisco Unified Intelligence Center (CUIC), Cisco Customer Management portal, Unified Contact Center Express (UCCX)Strong troubleshooting skills on components like ICM-Router, Logger, PGs, AW/HDS, CVP, VVB, Finesse, CCMP, VXML GW, Ingress GW and CUSPStrong experience on upgrade and new deployment of UCCE /HCS componentsHandle Complex Change and Problem which could involve the planning, approving and implementation of changesHandle as needed with Problem Management which may include analyzing data for root cause analysisStrong troubleshooting and Analytical knowledge for resolving ICM complex Call flow related issuesCisco IPT-Cisco Unified Communications Manager (CUCM), Cisco Unified Presence, Jaber, Gateways, SIP & endpointsEngage TAC as required to resolve complex technical issuesstrong knowledge of routing, switching, QOS & firewallstrong knowledge of Microsoft, Unix servers, MS SQL & CTIGood knowledge of VoIP environments and IP/PSTN integrationsHands on deployment and troubleshooting experance on NICE (NIM&Engage) / verint voice recording solutionData Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Ciscos Unified Computing System (UCSBasic familiarity of Scripting / automation and data analytics including languages such as Python.Endeavor for endless learning, result orientated and partnershipDevelop expertise in specific areas (i.e. technology, product)Build SOP and action plans for post-sales projectsPerform ad hoc analyses and tasks as assignedGood knowledge on VMware and v-Center infraAbility to handle green field contact center project end to endadditional informationMust be fluent in EnglishInterpersonal skillsAbility to carefully plan and co-ordinate work according to a demanding time scheduleExcellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation (eg GRC functional management).Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.Good time management, organizational and communication skillsAbility to work under pressure with ability to deal with multiple tasks.Ability to coach and mentor peers and subordinatesGood commercial awareness.Presentation/Report writing skillsExcellent problem solving skills are necessary.Flexibility in terms of working hours, on call support activities.,

Keyskills :
low level designroot cause analysiscontact center expressms sqlcall flowroot causedata centervoice portallevel designdata analyticscontact centercall center