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
Job Responsibilities To Involve in Design, build, run (L3 support) & engineering activities for Cisco contact center and ecosystem portfolio, you will be responsible for providing technical solutions to meet the various needs of our customer. Your involvement will be in full-life cycle of an implementation project, while interacting closely with the team & customer to meet specific needs throughout the project. Ensure technical lead for the Design, deployment, and operational support of Cisco Contact Center Solution Key Job Requirement & responsibilities- Design & BUILT
Develop IVR VXML applications using CVP Studio
Develop IVR application consuming Web APIs
Develop custom elements using Java
Integrate IVR with backend CRMs (Sales force, SAP, MS Dynamic etc. ) such as web services, databases, CTI, and reporting
Well verses with integration of third party CRMS like Sales Force B+S, Service Now, SAP, MS Dynamic etc. with CVP IVR
Custom Gadget development for Finesse desktop layout, custom screen popup
Cisco ICM Scripting,
Strong Hands and knowledge of developing IVR and operational tools using JAVA
Develop API and Web Services
HTTP/XML, PHP, APACHE
Database via SQL, JDBC/ADO.NET (MS SQL Server, Oracle, Informix)
Reporting - CUIC, Live Data, Custom report development
Analyze and Interpret business requirements to identify risks and design appropriate solutions
Collaborate with project team members to provide input, take scope of work and design specification
Develop and assess the capabilities and limitations of the applications and technologies and recommend alternatives and solutions
Produce HIGH- & Low-Level Design documents
Coordinate Customer Acceptance Testing
Development of monitoring tool for contact center & Recording Eco system
Development automation tools which reduce human intervention, save effort and improve availability of product.
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
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.