Job Description

BE PART OF A BANK LIKE NO OTHER. When you work with the world\'s most innovative companies, you know you\'re making a difference. Our clients are the game changers, leaders and investors who fuel the global innovation economy. They\'re the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work. They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business. Join us at SVB and be part of bringing our clients\' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply. : Infrastructure Engineer II - India SVB India is a global delivery center for SVB, the financial partner of the innovation economy and parent of Silicon Valley Bank. SVB India develops products and provides services in finance, banking operations, risk and technology, and employs more than 800 employees and will be rapidly expanding. Learn more at https://svb.wd5.myworkdayjobs.com/svbankindia. Job location - Bangalore About the Job This role is for a highly skilled, empathetic Voice Technical ACD engineer with a solid background/experience in Cisco Call Manager, UCCX, CTI and call recording. The ideal candidate will be driven to problem solve and develop Global ACD standards. Build lasting relationships with coworkers, the candidate needs to bring a diverse perspective to our fast-paced and dynamic environment The ideal candidate will: Expert in Cisco UCCX v12, CTI and Call flow routing Works with LOB on Contact Center Engineering design builds, script CTI interfaces and attend to all ACD call flow designs Attends to DR design for Cisco UCCX and all ACD groups Performs Call traffic studies and CTI to API services Works documenting all ACD groups call flow designs Dedicated resource for Contact center and Major changes to any Contact Center design Once Here You Will: Highly skilled in Cisco UCCX, CUIC and CCX Expressway. Has a clear understanding of Cloud based ACD technology Visio and past ACD design documentation with drawings Experience with LFI, PCI and other compliance for voice systems Experience with Jira Ability to build custom reports Experience with call recording for Contact Center platforms i.e. Calabrio. Fluent in Contact Center Programming and generating Reports on Cisco UCCX Contact Center platform and can independently perform changes Prior experience working in Financial Services, Commercial Banking or Technology Leader in UCCX ACD technology Able to multi-task, prioritize, and manage time. (Jira) Ability to work well in a Global team and as an individual contributor What You\'ll Bring : 7 years experience on Cisco UCCX v12 platform Minimum of 5 years experience Cisco voice infrastructure v11 and v12. 5 years experience with integrating CTI and SIP to Call flow designs Some experience with Cisco UCCX to mapping of AWS connect is helpful Working in a global company, understanding team collaboration across different geographies, time zones and culture Bachelor\'s degree or equivalent practical experience of 5 years or more 2023 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group. Equal Employment Opportunity Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

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