Contact Center Expert

**About the role**:
To Involve in Design, build, run (L3 support) & engineering activities for Cisco contact center and ecosystem portfolio

Design & BUILT:
Ensure technical lead for the Design, deployment and operational support of Cisco Contact Center Solutions:
Produce HIGH & Low Level Design documents

Coordinate Customer Acceptance Testing

Implement & Support UCCE (ICM, CVP IVR and UCCX scripting, Finesse, CCMP, CUIC, Live data reporting), HCS, PCCE, UCCX and Coordinate deployment of all Call Centre adjuncts.

RUN phase:
To provide professional technical support and troubleshooting for all issues received related to Cisco CC.

Resolve complex customer issues on Cisco CC and voice recording( NICE / Verint; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.

Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Cisco CC products.

Provide status updates to CTS. Inform customer on technical progression, if/when required.

Provide Level 3 support in Run Phase for Cisco Call Centre products in the areas of:
Incident Management

Change Management

Availability Management

Release Management

Capacity Management

Engineering activities:
Engineering & validation on Cisco CC products

Test of patches, new versions for all Call Centre adjuncts

Beta testing of new functionality; Testing of tools

Technology watch

Coordination with Orange other engineering teams and Cisco R&D

**About you**:
Strong knowledge and experience with Cisco ICM/Unified CC Enterprise & hosted editions (UCCE/H), Customer Voice Portal (CVP), Cisco Finesse, Cisco Unified Intelligence Center (CUIC), Cisco Customer Management portal, Unified Contact Center Express (UCCX)

Strong troubleshooting skills on components like ICM-Router, Logger, PGs, AW/HDS, CVP, VVB, Finesse, CCMP, VXML GW, Ingress GW and CUSP

Strong experience on upgrade and new deployment of UCCE /HCS components

Handle Complex Change and Problem which could involve the planning, approving and implementation of changes

Handle as needed with Problem Management which may include analyzing data for root cause analysis

Strong troubleshooting and Analytical knowledge for resolving ICM complex Call flow related issues

Cisco IPT-Cisco Unified Communications Manager (CUCM), Cisco Unified Presence, Jaber, Gateways, SIP & endpoints

Engage TAC as required to resolve complex technical issues

Strong knowledge of routing, switching, QOS & firewall

Strong knowledge of Microsoft, Unix servers, MS SQL & CTI

Good knowledge of VoIP environments and IP/PSTN integrations

Hands on deployment and troubleshooting experance on NICE (NIM&Engage) / verint voice recording solution

Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS

Basic familiarity of Scripting / automation and data analytics including languages such as Python.

Endeavor for endless learning, result orientated and partnership

Develop expertise in specific areas (i.e. technology, product)

Build SOP and action plans for post-sales projects

Perform ad hoc analyses and tasks as assigned

Good knowledge on VMware and v-Center infra

Ability to handle green field contact center project end to end

**Additional information**:
Must be fluent in English

Interpersonal skills

Ability to carefully plan and co-ordinate work according to a demanding time schedule

Excellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation (eg GRC functional management).

Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.

Good time management, organizational and communication skills

Ability to work under pressure with ability to deal with multiple tasks.

Ability to coach and mentor peers and subordinates

Good commercial awareness.

Presentation/Report writing skills

Excellent problem solving skills are necessary.

Flexibility in terms of working hours, on call support activities.

**Department**:
Customer Services & Operations

**Contract**:
Regular