Cisco Contact Centre Architect

Title: Cisco Contact Centre Architect

Location: Troy, MI (3 Days Onsite in a week)

Experience : 10+ years

Responsibilities:

• Lead and contribute to the overall solution designing for Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
• Optimize the contact center solution to driver organizational objectives.
• Create architectural solution documents, LLD, HLD and define implementation phases for execution.
• Collaborate with stakeholders to understand business requirements and design the solution documents accordingly.
• Follow industry standards and best practices to develop an effective solution that provides high-availability and scalable solutions to support future growth strategy.
• Work alongside the delivery team to coordinate with OEMs/ vendors to streamline the implementation process.
• Evaluate interoperability between various products, OEMs and propose accurate version to be implemented.
• Assist the delivery team as and when they need support on design related questions.
• Participate with delivery team to troubleshoot technical issues and provide solutions during the implementation phase.
• Oversee quality assurance processes to identify and address any issues during the implementation phase.
• 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 delivery and 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 solution designing of 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.

Additional Job Details:

About Tanisha Systems, Inc.

Tanisha Systems, founded in 2002 in Massachusetts-*, is a leading provider of Custom Application Development and end-to-end IT Services to clients globally. We use a client-centric engagement model that combines local on-site and off-site resources with the cost, global expertise and quality advantages of off-shore operations. We deliver Custom Application Development, Application Modernization, Business Process Outsourcing and Professional IT Services from office locations in * and *.
Tanisha Systems services clients in Government, Banking & Financial Markets, Insurance, Healthcare, Retail & Consumer Goods, Energy & Utilities, Life Sciences, Telecom, Manufacturing and Transportation Industries around the globe. Our engagement model provides a flexible operational environment that empowers our clients with the right levels of control.

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