Cisco Unified CommunicationsUCCEWebExSIPCisco VoiceSwitchesRoutersLoad BalancersDNSFirewalls
DescriptionThe Senior UC Contact Center Consultant primary role will be responsible for administering, expanding, and improving the Cisco Voice and Contact Center environment as well as collaborating with vendors and internal clients, including the business leaders responsible for Contact Center activities to deliver next generation contact center solutions, which meet the requirement of employees and clients. This position will be part of Global Unified Communications Engineering team that owns the design, development, delivery, and experience of Unified Communications System platforms. ResponsibilitiesPerform the implementation and ongoing management of the overall design, solution, and strategy of contact center.Participate and/or lead discussions with business partners, vendors and internal technical teams to design and implement Unified Communications and advanced Contact Center features such as Omnichannel collaboration, CRM Integration, Voice Biometrics, etc.Provide presentation to client, upper management, and peers as it pertains to Contact Center technology roadmap, architecture, engineering, and provisioning.Build solutions and implementation plans utilizing the appropriate internal and external resources and ensuring full involvement of business partners and communication to all stakeholders.Provide detailed runbook procedure and support documentation for routine maintenance on the Contact Center systemDevelop technical standards, define operational processes, and configuration best practices for UC and Contact Center infrastructure.Monitor the latest market trends and industrial landscape to discover opportunities to improve customer experience and reduce operating costBuild and maintain project/technology related documentation, ensuring that accurate information is always available to other colleagues and managementProvide incident management and support to the critical issues escalated by UC Operations teamAdhere to the design, programming, and application standards as setup by the company. Including compliance with all firm and departmental policies and procedures.
Required Skills10+ years of experience in designing, configuring, implementing and supporting Cisco UC and UCCE Contact Center solutionAdvanced level experience with Cisco Unified Contact Center Enterprise (UCCE). Ability to design, modify and support ICM and CVP Scripting.Experience designing, configuring and supporting Cisco Unified Communications infrastructure (CUCM, CUC and IMP)Knowledge of the Contact Center technology Eco-System and how it is evolving and leveraging cloud capabilities for Intelligent routing, Context Services, AI and BiometricKnowledge of Cisco UCCE integration with Upstream Works for Omni-channel collaboration and CRM integrationDetailed understanding of Cisco Webex Contact Center design and implementationUnderstand Contact Center product and software life cycle and capacity planningKnowledge of Verint Voice Recording and WFM integration with Contact CenterExperience with Voice Gateways (SIP and Analog), Dial Plan and Cisco Unified SIP Proxy (CUSP)Strong troubleshooting skills accompanying creative thinking to resolve complex and non-complex issues.Must possess excellent customer service, follow up and organizational skillsOutstanding written and verbal communications skills complemented by proven expertise in relationship building and management.Understanding of ITIL standard methodologies and processesKnowledge of Cisco Voice Gateway, CUBE and Protocols (SIP, H.323 and MGoogle Cloud Platform)Knowledge of Networking technologies (Switches, Routers, F5 load balancers, DNS, Firewalls, Proxy Servers, QoS)Experience creating power point slides to explain technical solutions and presentation.Programming/Scripting experience (Visual Basic/Python, etc.) is a plus