Contact Center Systems Expert

3 days ago


Bengaluru, Karnataka, India SINCERA CONSULTING INDIA PRIVATE LIMITED Full time
Overview

SINCERA CONSULTING INDIA PRIVATE LIMITED is seeking a skilled Contact Center Systems Expert to join our team in the United States. As a key member of our operations team, you will play a crucial role in ensuring the smooth functioning of our contact center infrastructure.

Salary and Benefits

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience. Additionally, our comprehensive benefits package includes health insurance, retirement plan, paid time off, and opportunities for professional growth and development.

Job Description

In this dynamic role, you will be responsible for troubleshooting faults and collaborating with external vendors and internal stakeholders to resolve issues efficiently. Your expertise in translating business requirements into technical specifications will be invaluable in driving project success.

You will work closely with our rotational US shifts team, handling emergency outages and other critical situations while maintaining a flexible work schedule. Your ability to analyze and standardize procedures will help improve contact center operations efficiency and effectiveness.

This position requires strong communication and coordination skills to facilitate collaboration between geographically and time-separated groups.

Technical Skills and Qualifications

To succeed in this role, you must have hands-on experience with Cisco Unified Contact Center Enterprise (UCCE), CUCM, Cisco Voice Portal (CVP) and voice gateways at least at L2 level. Good knowledge of UCCE architecture, deployment models, and components is also essential.

You should possess good hands-on experience in Cisco UCCE call flow scripts, Cisco CVP scripting, and troubleshooting skills for UCCE, CUCM, and CVP-related issues.

Familiarity with VXML application, CVP Micro app, VXML Gateway configuration, and troubleshooting is required. Experience with Cisco WebEx Enterprise and AWS Connect cloud telephony is a plus. Knowledge of Cisco Unified Intelligence Center Reporting (CUIC) is highly desirable.

Benefits and Opportunities

We offer a supportive and collaborative work environment, opportunities for professional growth, and a comprehensive benefits package that includes health insurance, retirement plan, paid time off, and more.



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