L2 Cisco Contact Center Specialist

الوصف الوظيفي
Candidate will be responsible for managing, installing, configuring, troubleshooting, and maintaining Contact Center software applications - Cisco CVP/Operations Console, Nuance IVR (both inbound and outbound), Call Routing, Cisco Finesse, Calabrio Workforce & Quality Management, reporting and analytics tools like Cisco Unified Intelligence Center (CUIC) and Nuance Insight for IVR 2. Works closely with Contact Center Management, the Software vendors, and CSRs to gain an in-depth understanding of business/technical issues. Identifies, analyzes, and translates technical/business needs into functional specifications; and work with the Business areas and IT teams in the implementation of solutions. 3. Supports daily operations interfacing with Contact Center teams to implement the technology to provide real-world solutions and metrics to improve customer satisfaction.

4. Acts as the technical lead for all projects related to the development of new systems or the upgrade of existing systems, architecture, applications or technology capabilities in support of Contact Center and major voice telephony needs.

5. Works directly with Network & Telephony team, IT Security, System teams, and the technology vendors to implement technology solutions including Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX) and Cisco Unified Intelligence Center (CUIC) reporting.

6. Assists Contact Center team in analyzing and evaluating the Contact Center’s performance and processes to determine if the technology is meeting customers’ needs and financial goals. Identifies proactive solutions for continuous improvement.

7. Ensures that CSRs’ concerns are addressed promptly and efficiently through troubleshooting and implementing solutions or escalating to the technology vendors and/or the appropriate members of Contact Center management and IT.

8. Collaborates with Contact Center management in strategizing and operationalizing current and future technology solutions. Develops a technology vision and implementation plan.

9. Researches and keeps abreast of new Contact Center information technologies and develops strategies for the implementation of those technologies based on Contact Center requirements

10. Oversees development and ensures conformance to performance optimization, capacity management and interoperability processes/standards and requirements.

ROLE PROFILE

L2 Cisco Contact Center Onsite SupportL2 Cisco Contact Center Specialist

11. Identifies, recommends and implements cost reduction and optimization solutions to existing and future services by continuously evaluating TEP’s Contact Center systems and modern technologies including Cloud-based.

12. Schedules, plans, and performs periodic scheduled maintenance and tuning activities to optimize performance.

13. Participates in the capital budget process by identifying mandatory and/or general upgrade opportunities that enhance infrastructure and/or service levels.

14. Document internal support processes and procedures for Audit purpose.

15. Manages technical relationships with key vendors and technology development companies.

16. Adheres to Change Management process of IT and performs assigned change activities including monitoring and tracking change activities.

17. Adheres to service level agreements by following established SLA performance requirements of third-party vendors.

18. Coordinate and communicate with staff members (Contact Center Leadership & IT Teams) of all levels throughout the business process.

19. Provides after hours on-call support.

المهارات
Requires experience 5-6 years supporting Contact Center and Telephony integrated applications, to include but not limited to  Enterprise IVR environment - Agent management, call flow creation, skill groups/assignments and agent proficiency.  Workforce and Quality Management  Virtual queuing and call back  Reporting  Scripting  Telephony configuration  Finesse, CTIOS, and Cisco Agent Desktop applications 2. Experience supporting Automatic Speech Recognition, Text to Speech integrations 3. Cisco branded peripheral CCE applications such as CUIC Reporting Platform and EIM/WIM 4. Competency with minor scripting modifications on existing scripts within CCE (Routing/Admin), CCX and Call Studio Platforms. 5. The ability to learn new technologies and 3rd party integration applications as they relate to UCCE/UCCX 6. Understating of call signaling using SIP and applications injected into signaling call flows such as SIP Proxys 7. Experience supporting Cisco Call Manager with basic understanding of Route Patterns, Route Groups and other call handling/processing configurations in an enterprise environment.

8. Working knowledge of VOICE signaling protocols such as ISDN, SIP, H.323, MGCP etc. 9. Understanding of QoS design and configuration associated with UC Networks. 10. Professional communication, written and verbal in all aspects of the role 11. Clear understanding of general troubleshooting methodologies

تفاصيل الوظيفة
منطقة الوظيفة قطر
قطاع الشركة خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 6
الجنس ذكر
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/qatar/jobs/l2-cisco-contact-center-specialist-4371623/