Cisco Contact Center

1 week ago

Bengaluru Karnataka, India SocioSquares Full time

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,
- 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,
- 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
- 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 mínimal 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.

**Job Type**: Contractual / Temporary
Contract length: 6 months

Schedule:

- Fixed shift
- Monday to Friday
- US shift

Work Location: In person

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