Consult with clients to plan, design, implement, and support IP call center solutions
Analyze existing networks to recommend improvements
Configure and test components of Cisco IP Contact Center systems
Design and maintain Cisco Unified Communications systems
Educate account teams and customers on new technologies during sales process
Lead engineering efforts for UC and call center projects
Support and troubleshoot the Cisco IP Telephony infrastructure
Benefits
Opportunity to work on advanced technologies in the IP telephony space
Engage with a collaborative team focused on innovative solutions
Potential for professional development through knowledge transfer
Exposure to a variety of projects across different clients
Opportunities for travel that enhance professional experience
Full Job Description
GlobalXperts is seeking a senior level IP Telephony Systems Engineer with the experience in Cisco Contact Center, and Cisco UC cluster environments who will be responsible for providing core IP telephony Design, Deployment, Maintenance and Support of IP telephony and call center projects, and implementations.
Duties and Responsiblities:
Perform client consultation: Plan, Design, Implement and support IP based call center and US solutions
Analyze the existing voice and data networks and recommend solutions based on requirements
Set up, configure, test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, CVP, UCCE.
Design, implement, and/or maintain Cisco Unified Communications systems including but not limited to CUCM, CUC, Unity, UCCX, UCCE, CUPS, VG, CUBE, CER, CVP.
Assist the account teams during the sales process by educating the customer on new technologies in the contract cent and UC arena
Lead Engineering efforts of UC and Contact center Projects
Maintain and support Cisco's IP Telephony and IPCC Contact Center Enterprise and all related Cisco IP telephony infrastructure
Administer and troubleshoot Unified Call Manager, Unity voicemail, ICM Call Center systems, IVR CVP, and supporting infrastructure, including CTI integration to switching platforms, dialers, call recorders and desk top platforms
Create, Implement, and Support ICM and CVP call routing scripts and required reports .
Work directly with the business group to design, and test ICM and CVP call flows to meet the business requirements
Support Cisco Agent Desktop and Cisco Supervisor Desktop clients
Identify new offerings that arise from new technologies
Identify new offerings that arise from customer demand and needs
Maintain documentation of the UC environment and operational procedures
Provide knowledge transfer to Team members and support staff
Work as a team to ensure customer requirements are gathered and projects are successfully implements
Identifiable Behavior: It is imperative you maintain the following Identifiable Behavior:
Self motivated
A strong professional personality
Results driven
Strong work ethic
Team focused
Ability to manage and influence individuals to obtain maximum results
Highly effective communicator (written & verbal)
Strong negotiation skills
Self-confident, which translates well with customers, partners and colleagues
Flexible and adaptable to change
Able to grasp new concepts and translate ideas into actions
An investigative mind
Lateral thinker
Qualifications
Minimum 7 years related experience in the networked voice and call center environments
High-end experience in PBX and/or Call Center systems engineering experience
Bachelor's degree in Computer Science, Engineering or related discipline: equivalent experience is acceptable
Ability to work weekends and off hours as necessary to meet customer requirements
Willingness to travel up to 25% of time
Expert Knowledge of Cisco IP telephony and UCC Call Center technologies and solutions
Excellent Customer Service and communication skills
Experience in the administration and support of Cisco's UC portfolio including but not limited to CUCM, CUC, Unity, UCCE, CUPS, VG, CUBE, CER, and CVP
Knowledge in CVP scripting and call control
Knowledge of Call Center supporting applications such as ticketing systems
Strong critical thinking and analytical skills
Good team player, willing to share knowledge with the team
Ability to manage and influence individuals to obtain maximum results
Highly effective communicator (written & verbal)
Certification level of a CCNP Voice at a minimum, CCIE Voice Desirable
