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Summary
Looking for Candidates with in depth knowledge in Cisco UCCE and Verint Recording Servers. Having a good understanding of the UCCE architecture and call flow. Person will be responsible for day to day operations of the Contact Centre setup with experience in resolving P1 and P2 incidents improve agent effectiveness and increase customer satisfaction.
Your typical day will involve creating focused communications to reinforce existing processes or introduce new ones, as well as helping manage the tools and provide required trainings to the team members.
You will play a crucial role in ensuring effective running of contact center environment.
Key Responsibilities
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Troubleshoot/supervise to resolve any hardware/software issues across all server and network areas.
- Contribute in providing solutions to work related problems.
- Assist in managing the tools and platforms used for smooth running of operations.
- Collaborate with cross-functional teams to gather information and insights for better understanding of the network.
Qualifications
Professional & Technical Skills:
- Should have a minimum of 8-10 years of experience in Contact Center Technology and strong understanding of the same.
- Experience in providing technical support and maintenance for production and development systems and software products.
- Experience in troubleshooting and resolving hardware/software issues across all server and network areas.
- Experience in implementing technology at the operating system-level for particular software solutions/vendors/brands.
- Experience with customer relationship management (CRM) systems
- Ability to work collaboratively in a team environment.
- Open to work in shifts
- A 15 years full time education is required
Technical Skills
- Cisco Ingress, Egress, and VXML Gateways
- Cisco Unified Customer Voice Portal
- Cisco Unified Contact Center Enterprise
- Cisco Virtualized Voice Browser
- Cisco Finesse
- Cisco Unified Intelligence Center
- Verint Recording Server
- Calabrio (WFM)
- CVP Call Server
- CVP Media Server
- CVP Reporting Serve
Good To Have Skills
- Knowledge of Network Infrastructures, Routing and Switching, Security/firewalls, CUC/Unity, CUCM etc.
- Certifications like CCNP, CCIE
