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  • 7 - 10 Years
  • Posted : above 1 month

Job Description:

The role is a core technical position that acts as a consultant for Cisco UCCE Solutions Requires expert level knowledge and understanding of architecture, applications, infrastructure, systems design and integrations Responsible for Implementation, supporting presales, Service designer and Operations Support teams at different stages during the customer delivery life cycle

Level Descriptor

Minimum of 7 years experience in Hosted Collaboration Solutions, Cisco contact center solutions, Implementation and configuration and Support
Strong working knowledge and Hands on in Cisco Contact center components like ICM, CVP, CUCM, EIM/WIM, CTIOS, Dialers, CTI, WFM and QM (Recording)

Purpose - Broad objective of the role

The role is a core technical position that acts as a consultant for Cisco UCCE Solutions Requires expert level knowledge and understanding of architecture, applications, infrastructure, systems design and integrations Responsible for Implementation, supporting presales, Service designer and Operations Support teams at different stages during the customer delivery life cycle

Operating Network - Key External

Vendors, Customers

Operating Network - Key Internal

Service Assurance, Service Delivery, Field Ops, Product and Engineering

Size and Scope of Role - Financial

NA

Size and Scope of Role - No of direct reports

0

Size and Scope of Role - Total team size

0

Size and Scope of Role - Other size parameters

0

Minimum qualification & experience

Bachelors Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience

Other knowledge/skills

Strong passion for learning and teaching others
Outgoing personality
Motivated and self-starting
Ability to think creatively and come up with proactive ideas
Strong problem solving skills
Must be able to communicate effectively and in a constructive manner with customers, management, peers and coworkers

Concentrate on certain areas of technology driven by company technology objectives

Key Responsibilities

Support Presales / Solution team in solution validation and guidelines, RFP Responses
Deployment of Cisco UCCE components, configuration and Testing
Supports Day 2 Operations team in identifying and fixing escalated cases
Identify and resolve issues observed during deployment and testing phase
Interact with Cisco TAC for issue resolutions
Provide technical assistance to service designer in pre-delivery phase
Preparation / Support in drafting the design and Deployme

Technical Competencies

Strong working knowledge and Hands on in Cisco Contact center components like ICM, CVP, CUCM, CTIOS, Dialers, CTI, WFM and QM (Recording)
Cisco UCCE / UCCX scripting or similar contact center application scripting experience
Cisco Unified Communications Manager configuration and troubleshooting experience
Experience with CISCO Interaction Manager (CIM) Web Collaboration, Chat, email
Experience with CUIC or similar contact center reporting platforms
Very Good understanding on IVR Call flows
Multimedia Applications (Chat, Email, SMS, Social Media Mining)
Good knowledge on Oracle / SQL Database
Good understanding of various telecom Standards and Protocols (RFC, ITU, IETF, SIP, H323)
Good understanding on LAN / WAN / MPLS
Experience troubleshooting telecommunications equipment and technologies including TDM, T1, ISDN, etc
Strong knowledge in Recording solutions like Verint / NICE
Knowledge of Cisco Unified Contact Center Enterprise (UCCE), Contact Center Express (UCCX), Customer Voice Portal (CVP), Social Miner, CUIC and Unified Communications products
Knowledge of LAN, WAN, QoS etc
Certifications (Cisco CCX Specialist, UCCED, UCCEI)

Knowledge / Skills

Communication Skills

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking, Telecom
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 11th Jan 2020

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