Cisco Contact Center SME

Overview

On Site
$60 - $65
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Cisco
Contact Center
SME
Bank

Job Details

Position: -Cisco Contact Center Subject Matter Expert (SME)

Location: Troy, MI Onsite (local candidate only)

Duration: -Contract

JD:

Experience: 10 to 15 years

About the Opportunity:

An exciting opportunity to nurture your career with Mphasis, one of the India's reputed IT service and consulting companies. We are seeking a highly skilled professional with experience in Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications. The ideal candidate will play a vital role in the successful implementation, upgrade, and functionality testing of the Cisco solution and adjuncts. This individual must possess strong technical knowledge, project management skills, and a customer-centric approach.

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 Dialer, 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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.