about the role
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.
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:
Engineering & validation on Cisco CC products
Test of patches, new versions for all Call Centre adjuncts
Beta testing of new functionality; Testing of tools
Coordination with Orange other engineering teams and Cisco R&D
Strong knowledge and experience with Cisco ICM/Unified CC Enterprise & hosted editions (UCCE/H), Customer Voice Portal (CVP), Cisco Finesse, Cisco Unified Intelligence Center (CUIC), Cisco Customer Management portal, Unified Contact Center Express (UCCX)
Strong troubleshooting skills on components like ICM-Router, Logger, PGs, AW/HDS, CVP, VVB, Finesse, CCMP, VXML GW, Ingress GW and CUSP
Strong experience on upgrade and new deployment of UCCE /HCS components
Handle Complex Change and Problem which could involve the planning, approving and implementation of changes
Handle as needed with Problem Management which may include analyzing data for root cause analysis
Strong troubleshooting and Analytical knowledge for resolving ICM complex Call flow related issues
Cisco IPT-Cisco Unified Communications Manager (CUCM), Cisco Unified Presence, Jaber, Gateways, SIP & endpoints
Engage TAC as required to resolve complex technical issues
strong knowledge of routing, switching, QOS & firewall
strong knowledge of Microsoft, Unix servers, MS SQL & CTI
Good knowledge of VoIP environments and IP/PSTN integrations
Hands on deployment and troubleshooting experance on NICE (NIM&Engage) / verint voice recording solution
Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS
Basic familiarity of Scripting / automation and data analytics including languages such as Python.
Endeavor for endless learning, result orientated and partnership
Develop expertise in specific areas (i.e. technology, product)
Build SOP and action plans for post-sales projects
Perform ad hoc analyses and tasks as assigned
Good knowledge on VMware and v-Center infra
Ability to handle green field contact center project end to end
Must be fluent in English
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.
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.