SME - Cisco Contact Center

Job Summary

Strong technical skills on Cisco Contact Center Enterprise • Knowledge of network management, network availability & capacity planning • Ability to analyze, configure and troubleshoot large Cisco voice networks • Is a technical expert in more than one area with a wide understanding of networking protocols and concepts • Proven planning, prioritization and organizing skills • Drive for continuous learning, results orientation and teamwork • Utilization of a good understanding of Cisco business strategies and drivers to guide activities

Independently solve problems in broad, complex, and unique networks with mixed media and protocols • Provides systems/product training, Incident Management and Change Management (Planning & Execution) • On-call Escalation support, Ticket Quality Process adherence & Security compliance Customer feedback (Appreciations, CSAT survey results) • Knowledge Base preparation and review, Knowlegde sharing & documentation Root cause analysis / Problem Management + Capacity / Architectural Management • SLA compliance for tickets, Value Add/Mentoring

UCCE related certification is mandatory

Key Responsibilities

NA

Skill Requirements

CUCM Features Dial Plan UCCE Cisco Unified Intelligent Contact Management (ICM) ICM Scripting Cisco Unified Customer Voice Portal (CVP) VXML Gateways & Voice gateway Cisco Finesse Agent Desktop CUIC Reporting Tool Load Balancers

Other Requirements

Strong technical skills in troubleshooting contact center related issue (UCCE) * Technical expert in more than one area with a wide understanding of networking protocols and concepts * Ability to analyze and troubleshoot large Cisco Voice networks * Excellent communication skills (Written and Verbal) * Proven planning, prioritization and organizing skills Ability to drive change through innovation & process improvement