Job Description
Qualifications
Bachelor s degree in computer science, Information Technology, or equivalent
Proven experience in implementing and configuring Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications
Strong understanding of contact center technologies, telephony, and 3rd-party application integrations
Project management skills with the ability to manage multiple tasks and deadlines
Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams
Self-motivated and capable of working independently with minimal supervision
Flexibility with work timings to align with customer s working hours and project delivery timelines
Certifications in Cisco Contact Center, CUCM, UCCE, UCCX or related technologies are an added advantage
Responsibilities
Lead and contribute to the design, implementation, and optimization of Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications
Configuration, administration, and monitoring of Circuits, SIP/PSTN DIDs, TFNs etc
Contact Center configuration and administration of Queues, call routing, hunt-groups, agents etc
Collaborate with stakeholders to understand business requirements and design implementation plans that align with organizational goals
Follow industry standards and best practices to implement high-availability and scalable solutions
Coordinate with internal teams and external vendors to streamline the implementation process
Follow change management processes to execute the implementation steps
Deploy and configure the Cisco solution along with integration of Quality monitoring, Workforce Management, Outbound Dialler, IVR and 3rd party application integration
Troubleshoot technical issues and provide solutions during the implementation phase
Lead end-to-end project implementation, ensuring adherence to timelines and budgets
Oversee quality assurance processes to identify and address any issues during the implementation phase
Perform thorough testing to ensure each function and feature is working as expected
Participate in UAT with the customer to ensure the solution meets their expectations
Provide post-implementation support for ongoing issues and deliver a positive user experience
Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively
Job description
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Alltech Consulting Services, Inc., is seeking the following. Apply via Dice today!
Role: Network Engineer Cisco Contact Center Subject Matter Expert (SME)
Location: Troy MI/Onsite
Need Passport Number
Responsibilities:
Lead and contribute to the design, implementation, and optimization of Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
Configuration, administration, and monitoring of Circuits, SIP/PSTN DIDs, TFNs etc.
Contact Center configuration and administration of Queues, call routing, hunt-groups, agents etc.
Collaborate with stakeholders to understand business requirements and design implementation plans that align with organizational goals.
Follow industry standards and best practices to implement high-availability and scalable solutions.
Coordinate with internal teams and external vendors to streamline the implementation process.
Follow change management processes to execute the implementation steps.
Deploy and configure the Cisco solution along with integration of Quality monitoring, Workforce Management, Outbound Dialler, IVR and 3rd party application integration.
Troubleshoot technical issues and provide solutions during the implementation phase.
Lead end-to-end project implementation, ensuring adherence to timelines and budgets.
Oversee quality assurance processes to identify and address any issues during the implementation phase.
Perform thorough testing to ensure each function and feature is working as expected.
Participate in UAT with the customer to ensure the solution meets their expectations.
Provide post-implementation support for ongoing issues and deliver a positive user experience.
Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively.
Qualifications:
Bachelor s degree in computer science, Information Technology, or equivalent.
Proven experience in implementing and configuring Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
Strong understanding of contact center technologies, telephony, and 3rd-party application integrations.
Project management skills with the ability to manage multiple tasks and deadlines.
Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
Self-motivated and capable of working independently with minimal supervision.
Flexibility with work timings to align with customer s working hours and project delivery timelines.
Certifications in Cisco Contact Center, CUCM, UCCE, UCCX or related technologies are an added advantage
