Job Description:

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Why this role matters

This role would be the primary technical interface to the internal and external teams and customer for reviewing and supporting all the major solution designs associated with Cisco UCCE and IP Telephony platform

The person should be lead BAU/ T&T for Cisco UCCE customers and supporting the team for operational / in Life design request processing and managing customer / Stakeholders in UK

The person should assists with analysis of Operational BAU / In Life process / technical problems and identifies and prioritizes resolutions based on business requirements for Cisco UCCE Solution

This role should be able to mentor and provide knowledge transfers to other team members with latest product transformations and platform updates

Responsible for solutioning complex designs of all major Cisco UCCE platforms technologies involving requirements of in-bound, out-bound and Multi-Channel contact center and IP telephony

Should get involved into team augmentation activities which involves hiring right talent on board, training the existing talent

Support TDMs for project related activities to the design, configuration, management of telecom equipment and systems for in-bound, out-bound and Multi-Channel Contact Center, telephony technology

Should help the the team to adopt the initiatives for better Quality thus achieving better RFTs

The person may also require to work as an Individual contributor

What youll be doing

Nature of the work

This role would be India-based
Deep and wide expertise is required of the GS portfolio World-class expertise in Genesys products Stakeholder map for these deliveries comprises extended knowledge of all BT lines of business including GS and TSO to ensure clear and quality customer delivery
The role holder has prime accountability for the upscaling of the team and helped TDMs to deliver WP at the agreed quality delivered by the individual and others In terms of direct relationship with external customers and resolution of critical delivery issues the job holder has autonomy and authority to control these aspects
Ensuring adoption of BTs strategic choices for Design Tools and Systems

Nature of the problems

All mission critical IT services are underpinned by these deliveries Failure to deliver on time and to quality would present customer issues and potentially impact customer trading, operations, customer satisfaction and RFT performance
In terms of types of problems faced, these are typically technical issues preventing timely delivery The resolution of these requires collaborative working across line of business boundaries, and stakeholder engagement at Director level in GS and TSO
This role will play a key part in enabling the increased competitiveness of our market facing unit by having a direct impact on the cost to deliver complex contracts on a global basis

Measures of success/KPIs

Upscaling of the team in Cisco technologies

Productivity KPIs relevant to respective hub

No of KT sessions

Portfolio level Initiatives

Escalaltion issues resolved

Nature of Internal/External Interaction

The job holder will work directly with major internal / external customers
Within P&SD & GS the job holder would normally liaise at Subject matter expert level for all the core domain areas
Tactical responsibilities include senior ownership within a regional design team level for resolution of all and any major delivery escalations

Resource Complexity

Typically working as a singleton delivering a complete work package or delivering milestones within a larger work package owned by someone else May occasionally be responsible for leadership 1 or 2 other designers in a virtual technical team These are typically technical skilled roles within the Systems and IT Job Family

Change

Responsible for providing evidence on change management, business process and requirements analysis to ensure the decisions made by the PDDs and TDAs are well informed
Able to proactively propose, influence and deliver change in relation to the Service Catalogue elements within their technical remit To propose change to the ways of working between similar capabilities in Advise / Portfolio although this would likely be through recommendation to the regional team manager

Well also need to see these on your CV

Technical Skills

Should possess concrete design and configuration experience on

UCCE 8x or above platform

UCCE ICM Scripting and design understanding

CVP / Self Service design and implementation exposure

Excellent troubleshooting skills

Reporting CUIC, WebView and related data modelling, configuration architecture

CUCM 9x and above for platform understanding and configuration related to Contact Center requirement

Cisco Voice Gateways and CUBE experience would be favourable

Virtual Voice Browser configuration and troubleshooting exposure

Should have exposure to Call Routing/Strategy Capabilities, CTI, and Peripheral GW Server operations

Should be having experience on Cisco Outbound Option ( Dialer Solution)

Egain, ie Multimedia exposure would be added advantage

Voice Logger, Wall board or any 3rdparty BI solution knowledge would also be preferred in selected candidates

Knowledge regarding 3rd party applications or integrations would be an added advantage

RDBMS (SQL Server and Oracle ) Exposure would be a added advantage

Working knowledge of IP PBX, Voice processing, DNS, data collection, monitoring, storage, CTI toolkits/ APIs

Attributes

A deep understanding of the technologies, principles and methods within the discipline area of focus

A broad functional understanding of various areas of technology outside of their subject matter focus area

The SME should have working knowledge of Platforms/Operating Systems, Networking/Communications, and Testing principles

The SME must demonstrate a strong ability for problem solving

The SME must have strong writing skills, ability to articulate solutions and ideas in a clear and concise manner, and adequate presentation skills

The SME should act as the primary technical escalation interface in case of any high priority cases

Why choose us

Were looking for people wholl help us fulfill our future ambitions
And their own Find out why now is the most exciting time in our history

Our culture

Using the power of communications to make a better world What we stand for and how we like to do business

Life at BT

Find out more about what makes us tick See what our people say about what its really like to work here

Find out more

Our company

Were the worlds most established telecoms company We employ over 100,000 people in over 180 countries

Find out more

We value different perspectives, skills and experiences Were creating an inclusive working culture where people from all backgrounds can succeed Thats why we welcome applications from all parts of the community

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Telecom, Software Services
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 12th May 2020

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