Contact Center Solution

Job Description

Responsibilities:

1. Provide voice infrastructure design, strategy & implementation plans for the Cisco Contact Center Enterprise environment.
2. Engineer and optimize Contact Center routing environment, including call ICM, CUSP, and CVP.
3. Influences strategy to constantly maintain and drive towards a next-generation voice network infrastructure.
4. Work closely with Engineering, Architecture, Application Development, and Governance groups to meet project goals and ensure operational efficiency and reliability for voice services and the contact center.
5. Collaborate with peer technology engineering leaders in evaluating and developing next-gen technologies that can be leveraged across disciplines, focused on IVR and CTI development teams.
6. Develop proposals and present to management.
7. Create and update policies and procedures.
8. Mentor other engineers and provide escalation support to the production support team.
9. Work closely with business partners on telephony-related projects and initiatives.

Requirements:

1. Expert level proficiency of Cisco Call Center technologies such as Cisco UCCE, Contact Center scripting.
2. Strong experience in VXML scripting and IVR development.
3. Experience with large scale call center environments.
4. Strong experience in call flow design and development in Cisco UCCE environments.
5. Background in VoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and Webex and Jabber.
6. Strong knowledge and experience in dial plan designs and implementation.
7. Strong experience in Cisco Gateway and Gatekeeper configurations and administration.
8. Experience with SIP and H.323 protocols.
9. Knowledge and experience of Cisco IOS Cisco gateways to include Cisco 29XX, 38XX, AS53XX and AS54XX.
10. Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions.
11. Provide knowledge transfer to peer engineering teammates.
12. Be able to work in a geographically dispersed team environment.
13. Excellent written and verbal communication skills.
14. Excellent computer skills necessary in Word, Excel, Presentation, Project and Visio.
15. Excellent people skills with the ability to handle difficult personnel situations.
16. Ability to establish and define automated system installation/configuration procedures.
17. Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure.
18. Excellent analytical skills and the ability to apply them towards the investigation of existing installations.
19. Ability to establish performance models and validation techniques.
20. Must be able to communicate effectively with technical and non-technical audiences.
21. Should have an understanding of current industry trends and their advantages with the ability to right fit into an existing environment.
22. Experience in a large enterprise contact center environment.
23. Voice experience within e-commerce or financial services industry.
24. 6+ years experience in Cisco voice/data communications.
25. CCVP, CCIE certifications a plus and/or 4 year college degree or equivalent experience.
26. Must be a self-starter with the ability to work independently and in a collaborative team environment.