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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | General / Other Software,Network / System Administration |
| EmploymentType | Full-time |
* Duties and Responsibilities - for Incident Manager Role of Contact Center Technology Troubleshoot Cisco PCCE software [ICM CVP] IVR CTI custom reports third-party software and integrated peripheral systems Call routing configuration Perform ICM scripting Perform call flow modifications CTI changes and report changes as part of incident resolution Applies knowledge of call center operational dynamics as it relates to implementation of ACD (Automatic Call Distribution) IVR CTI (Computer Telephony Integration) Routing and Enterprise Reporting utilizing Cisco Packaged CCE (Contact Center Enterprise) solutions to solve call center related issues. Interprets network alert and performance management tool output to properly engineer the capacity and resiliency of the UCC (Unified Call Center) portion of the VoIP network Collect and analyze logs from all Cisco components and applications Cisco CUBE configuration and troubleshooting SIP Trunk configuration on Cisco CUBE Should be able to customize CUIC report and CTI connector Strong knowledge on troubleshooting on Cisco PCCE components Accountable for all kinds of Incidents and service request on Cisco PCCE LCM and Nice components Responsible for Check Health and Preventive Maintenance activity of all the Cisco PCCE components Responsible internal and external Audit related activity of Cisco PCCE components Knowledge of IT change Management Process Minimum 6 -8 years of experience on Cisco PCCE/UCCE , * for Incident Manager Role of Contact Center Technology Troubleshoot Cisco PCCE software [ICM, CVP], IVR, CTI custom reports, third-party software, and integrated peripheral systems Call routing configuration Perform ICM scripting Perform call flow modifications, CTI changes and report changes as part of incident resolution Applies knowledge of call center operational dynamics as it relates to implementation of ACD (Automatic Call Distribution), IVR, CTI (Computer Telephony Integration), Routing and Enterprise Reporting utilizing Cisco Packaged CCE (Contact Center Enterprise) solutions to solve call center related issues. Interprets network alert and performance management tool output to properly engineer the capacity and resiliency of the UCC (Unified Call Center) portion of the VoIP network Collect and analyze logs from all Cisco components and applications Cisco CUBE configuration and troubleshooting SIP Trunk configuration on Cisco CUBE Should be able to customize CUIC report and CTI connector Strong knowledge on troubleshooting on Cisco PCCE components Accountable for all kinds of Incidents and service request on Cisco PCCE, LCM and Nice components Responsible for Check Health and Preventive Maintenance activity of all the Cisco PCCE components Responsible internal and external Audit related activity of Cisco PCCE components Knowledge of IT change Management Process Minimum 6 -8 years of experience on Cisco PCCE/UCCE
Keyskills :
contact center technologycall flowcall routingcontact centerexternal auditcustom reportschange managemententerprise reportingpreventive maintenanceccesipivrctiacdicmlcmvoipcall center