Job Description

Job Category: Information Technology:Develops, maintains and manages Unified communication application standards and systems and contact center solutions. Drives the development of detailed configuration parameters, custom extensions, workflow and integration solutions. Coordinates with teams to ensure solutions are designed to operate in highly available and reliable environments. Provides technical support and advises on the use of programming tools, systems and networks. Provides support to address availability and reliability issues on various systems (that is, Microsoft Teams Voice, Cisco, Nice InContact Center,) across multiple locationsResponsibilities:

• Works on a Large portfolio of Unified communication applications.
• Innovation: Driving innovation in the UCC space to enhance business processes, improve user experience.
• Operations of all UCC environments, including Global voice, Contact center, Messaging, Collaboration, Modern Communication tools, applications and services.
• Collaboration Enablement: management of UCC tools and services

Technical Oversight:

• Designs, installs, and maintains the organizations collaboration and communication (voice/video/IMP) infrastructure.
• Video conferencing meeting Rooms design and deployment.
• Gather technical requirements and translate them into hardware and software capabilities.
• Communicate technical design and coordinate proof-of-concept analyses to production.
• Exhibit expertise in Collaboration solutions, including Cloud calling and Contact Center (Nice InContact/Cisco Webex/ AWS / MS), and monitoring & manage tools
• MS Teams Voice and Audio Codec SBC expert.
• Manage and maintain the Number Database, Voicemail database, and feature operations of the organization
• UCCX Scripting, Call Flows & UCCX agent configuration. Knowledge with Cisco Finesse Application.
• has demonstrated the ability to use tools including Webex Tracer, Wireshark, and Fiddler
• UCCX agent Configuration and Team, Trigger, Call Control Group (CCG), CSQ and skills Configuration.
• Automation of UC operations with Python and other scripting technologies.
• Hands on Knowledge/ Experience of H.323, H248, MGCP and SIP and Knowledge of compression algorithms G729, G711, G722 etc
• Hands on Knowledge / Experience of Voice over Internet Protocol (VoIP) and IP
• Trucking concepts, topology design VoIP media RTP/RTCP
• Expertise with Signaling Protocols ISDN, CAS, Analogue, T1/E1 PRI, EM
• Extensive experience configuring, implementing, and troubleshooting QoS
• Impacts the quality of own work and that of the team.
• Strong problem-solving skills and the ability to work collaboratively.
• Works as a fully competent team member.

Secondary requirements:

• Candidate has experience of enhancement abilities through Scripting and REST/XML API familiarity.
• Candidate has proficiency across the Webex suite of products, with emphasis on telephony function.
• Possess an intermediate level of IP networking knowledge.
• Possess knowledge with Quality of Service (security concepts knowledge), as applicable to UCC.
• Candidate is comfortable to act on certificate level problems and issue.
• Maintains required compliance reports and documentation.

Supports team and cross-functional projects within defined area of responsibilityQualifications:Required Qualifications

• A strong understanding of UCC technologies and infrastructure, including cloud services, security, and compliance standards.
• Knowledge of UCC applications such as voice call control, audio/video/web conferencing, IM/presence, CDR, E-911, voice/fax, and unified messaging.
• Proficiency with Microsoft 365 services and administration, including a good understanding of Exchange Online, SharePoint Online, Teams, and OneDrive for Business.
• Unified Contact Center solutions Cisco contact center or Five9's or Nice InContact Center.
• Diploma or equivalent work experience required.
• Minimum of 8-10 years of relevant experience or equivalent combination of education and experience in Enterprise Applications/ Unified Communication and Collaboration Solutions.
• Good business English skills (Written and spoken).
• Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management.
• Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff.
• Well-developed skills in presentation building and process mapping.
• Deep knowledge of and experience with collaboration and conflict resolution.

About Us:Why should you join Diebold Nixdorf?Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.-Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found