Contact Center Solution

Company Description

Nandha KRG Technologies, Inc., Nandha(at)krgtech.com 25000 Avenue Stanford, Suite #243, Valencia, CA 91355 Direct : 661-367-8000 Ext : 304

Job Description

Responsibilities:

• Provide voice infrastructure design, strategy & implementation plans for the Cisco Contact Center Enterprise environment.
• Engineer and optimize Contact Center routing environment, including call ICM, CUSP, and CVP.
• Influences strategy to constantly maintain and drive towards a next-generation voice network infrastructure.
• Work closely with Engineering, Architecture, Application Development, and Governance groups to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center.
• Collaborates with peer technology engineering leaders in evaluating and developing next-gen technologies that can be leveraged across disciplines. Collaboration focused on IVR and CTI development teams.
• Develop proposals and present to management.
• Create and update policies and procedures
• Mentor other engineers and provide escalation support to the production support team.
• Work closely with business partners on telephony related projects and initiatives

Requirements:

• Expert level proficiency of Cisco Call Center technologies such as Cisco UCCE, Contact Center scripting.
• Strong Experience in VXML scripting and IVR development
• Experience with large scale call center environments
• Strong experience in call flow design and development in Cisco UCCE environments
• Background inVoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and Webex and Jabber.
• Strong knowledge and experience in dial plan designs and implementation
• Strong experience in Cisco Gateway and Gatekeeper configurations and administration
• Experience with SIP and H.323 protocols
• Knowledge and experience of Cisco IOS Cisco gateways to include Cisco 29XX, 38XX, AS53XX and AS54XX.
• Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions
• Work closely with business partners on telephony related projects and initiatives
• Provide knowledge transfer to peer engineering teammates.
• Be able to work in a geographically dispersed team environment
• Excellent written and verbal communication skills.
• Excellent computer skills necessary in Word, Excel, Presentation, Project and Visio.
• Excellent people skills with ability to handle difficult personnel situations.
• Ability to establish and define automated system installation/configuration procedures.
• Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure.
• Excellent analytical skills and the ability to apply them towards the investigation of existing installations.
• Ability to establish performance models and validation techniques.
• Must be able to communicate effectively with technical and non-technical audiences.
• Should have an understanding of current industry trends and their advantages with ability to right fit into an existing environment.
• Experience in a large enterprise contact center environment.
• Voice experience within e-commerce or financial services industry.
• 6+ years experience in Cisco voice/data communications
• CCVP, CCIE certifications a plus and/or 4 year college degree or equivalent experience.
• Must be a self-starter with the ability to work independently and in a collaborative team environment.

Qualifications

Cisco UCCE

Additional Information HcL America