What success looks like in this role: Main responsibilities

• Accountable to support Telecom infrastructure/Instance and responsible for technologies in scope.

• Provide support for the Global Contact Center ACD.

• Provide support for the audio/Video conferencing

• Ensure video conferencing endpoints are operational and up to date.

• Provide Global Call Recording/Archive System.

• Provide support for the CTI environment.

• Provide support for the reporting environment.

• Provide support for other telephony adjuncts and emerging technologies as they are implemented.

• Respond to user trouble tickets related to Cloud Contact center within service levels.

• Active participation and coordinate testing and support of Cloud Contact Center Disaster Recovery plans.

• Provide support to all IP phones, IP softphones, Video endpoints

• Coordination/monitoring of vendor maintenance requests and activities.

• Work with communications carriers and technicians to resolve carrier problems.

• Excellent hands-on experience on Cisco Telepresence or Video conference portfolio.

• Experience of Cisco VCS-C, VCS-E, TMS, ISDN gateways, MCU, and SBC for video conferencing.

• Experience of Cisco WebEx Meetings, Cisco WebEx Teams and Cloud deployments for conferencing, Integrated AV

Core Competencies

• Voice Video & Cloud Contact Center Technologies Support Service.

• Video and Audio-Conferencing, Cisco Webex, Pexip

• Cloud Contact Center as a Service \xe2\x80\x93 Nice InContact, 8x8, Ringcentral, Amazon Connect, Genesys Pure Cloud, Five9.

• On Premise, Cloud Contact Center Technologies \xe2\x80\x93 Avaya, Cisco, Genesys

• SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.

• Basic understanding of Network Infrastructure Design and monitoring.

Other Qualifications, skills, and expertise

• Strong verbal and written skills.
• Strong communication and interpersonal skills to collaborate with diverse stakeholders.
• Understand, message and solution Cloud transformations as part of sales pursuits.
• Extensive experience in designing and implementing cloud-based solutions.
• In-depth knowledge of cloud contact center platforms, such as Genesys, Amazon Connect, Google Dialogflow
• Hands on experience on TMS application and architecture knowledge responsible for scheduling / managing meetings
  Troubleshooting experience on Video Endpoints-Cisco CTS- TX, DX , EX, MX, SX, CTS 500, 1100, 1310, 3010, 3210, IX 5000, 5200
• Proficiency in cloud architecture design principles and best practices.
• Strong understanding of networking, security, and infrastructure components in the cloud.
• Knowledge of networking technologies and cloud networking
• Demonstrates strong knowledge across a wide range of services and solutions.

You will be successful in this role if you have: \xe2\x80\xa2 University degree or equivalent education and experience. \xe2\x80\xa2 Minimum of 6 years domain experience. \xe2\x80\xa2 Knowledgeable in evaluating vendor products and making recommendations to purchase hardware and software. \xe2\x80\xa2 Knowledgeable in setting up administrator and service accounts. \xe2\x80\xa2 Knowledgeable in network security procedures, best practices, and implementation. \xe2\x80\xa2 Ability to troubleshoot software issue and customer applications as required. \xe2\x80\xa2 Has achieved industry standard certifications: e.g.: Security+, CCNP, CCNA, Network+, MCSA. \xe2\x80\xa2 Proficient documentation skills are required. Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys\xe2\x80\x99 EEO commitment here .