Technical Collaboration Leader
1 week ago
Job Title: Technical Collaboration Leader
Location: Ishan Technologies
Salary: $120,000 - $180,000 per year
Job Summary:The Technical Collaboration Leader will be responsible for leading the technical evaluation of technology and OEM products by conducting RFPs, PoCs, interop testing.
Responsibilities:- Consult with the Business team to determine technical requirements for Unified Communication and Contact Center services.
- Evaluate technology and OEM products, perform solution interop testing.
- Design and plan technical solutions for UC and CC services, provide HLD, LLD, and Engineering plan documents.
- Conduct upgrade and update validations in the lab for OEM software releases.
- Create ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queues, and other messaging, call recording services, email, chat, and other components of a customer call center platform build.
- Configure 3rd party CRM systems like SFDC, MS Dynamics, Freshdesk, and customers' proprietary CRM, building integration services (API, URL calls, etc.) to the platforms as part of the call center platform.
- Bachelor's degree in Electronics and Telecommunications, Computer Science, or Information Technology.
- 8+ years of experience in Cisco Collaboration Services - Webex, Cisco PBX, Cisco UCCX, UCCE, HCS CC services, WebexCC.
- Strong expertise in understanding and troubleshooting VOIP protocols - SIP, h.323.
- Familiarity with WebRTC.
- Experience in performing activities:
- UCCX, UCCE configurations
- Configuration of DNs and Call Types
- Installation of Cisco Call Manager, configure IPT extensions, features, and integration with unity servers
- Configure agents, Skill groups, IVR applications, UCCE Scripting
- Configuration of campaign manager, Dialer solution
- Create CUIC reports for contact center performance
- Trouble shooting of SIP protocol using Wireshark and other tools
- Cisco Collaboration and Contact Center systems architecture
- 3rdparty solutions integration with contact center platforms
- Knowledge of 3rd party recording, Quality Monitoring solution
- Certifications for Cisco Collaboration Services, Solution architect certifications for public cloud technologies like AWS, GCP, Azure
- Awareness of DOT Guidelines for OSP, regulatory framework, and solution approached in compliance to DOT guidelines
- Excellent communication and presentation skills
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