Associate Tech Solutionist - Contact Centre

Job Purpose

Capability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway, Dialer, PG, ICM, Router, Logger, CVP, List Management, IVR management ,ACD, CRM Integration) Recording solution (NICE), Understanding on Database and CUIC Reporting, understanding on LCM and outbound Dialer.

Duties and Responsibilities

Lead Cisco Support and lead the Partner team of Cisco.

• Strong knowledge on implementation, incident management, integration, troubleshooting on Cisco Contact Center Solution and its peripherals components like NICE, LCM
• Deep Dive on Troubleshooting, monitoring of all contact center components e.g . ICM, CVP, IVR, CUCM, PG, Routers, ACD, CTI Pop UP, Voice logger, Dialer, Campaign Management, CUSP, Jabber, POE switches.
• Deep understanding on Cisco databases and schema.
• Knowledge on Windows and Linux operating system.
• Govern complete daily CC system health check to ensure maximum servers and applications uptime.
• Capability to troubleshoot application issue and fix the same on desired timeline.
• Control on IT change management process.
• Integration and customization of Multiple business processes on IVRS, Report, CTI, CRM, Campaign Management.
• Understanding on LCM and integration with Cisco.
• Understanding on NICE and call recording solutions and its integraton with Cisco.
• Third party integration with Cisco

Key Decisions / Dimensions

• Handhold on Cisco PCCE - ICM/CVP/CUIC experience in troubleshooting.

Major Challenges

• Manage the configuration defined, Gateway, IVRS, call routing, call recording, agent profiling, PQ, voice response
• Understand Overall Scope of work, Installation, Testing, UAT, Training, Documentation, Migration Journey.
• Manage ISDN PRI, SIP, IP Networking and able to troubleshoot the issue on trunk/SIP/ SBC /gateway level.
• Effective knowledge of change management process.

Required Qualifications and Experience

a)Minimum qualification required is BE/B-Tech/ Computer Science / IT and electronics with an Implementation.
b)Level 2/3 IT Support with minimum Experience of 5-7 years in Deployment, Support, Development Troubleshooting in Contact Center Solutions Cisco UCCE/PCCE, NICE, LCM