COLL - UCCE CE4 / L3

CXG COLL - CE-4 for Collab Contact Center L3

Skillset:

UCCE solid hands-on experience required on UCCE components like ICM PG CVP CTI Finesse CUIC

UCCX Knowledge and exposure in UCCX is a plus but not mandate

Strong hands-on CC implementation work needed with troubleshooting capabilities.

Role Specific Responsibilities:

Works extensively with customers along with appropriate internal and external resources (e.g. Cisco account teams partners) on the strategy/deployment/optimization of Cisco services and solutions

Takes leadership role in execution of delivery projects

Improves solutions and methods developed in the field for use to wider practice (knowledge sharing)

Creates reviews and approves project deliverables e.g. Design recommendations High Level Design Low Level Design Implementation/Change Management Plans

Builds and/or leverage test environments as required to resolve highly complex problems and compatibility issues

Leverages software skills and tools to configure deploy and/or troubleshoot Cisco products and solutions. Contributes in the development of digital intellectual capital (e.g. scripts digital signatures).

Acts as a focal point for problem resolution for assigned customer engagements. Assures proper and quick resolution of complex customer problems across an appropriate range of technologies.

Coordinate with TAC to work on P1 and P2 issues.

Scope:

Collaborate with other Consulting Engineers in appropriate technology domains to ensure optimal use of resources to meet customer needs

Typically interacts with individual contributors managers and customers regularly

Provides input to Sales team in creating and demonstrating technology solutions to customers

Engages with sales teams on pre-sales activities as required

Complexity:

Solves highly complex problems and can identify viable and often innovative options and uses analytical skills and judgement to recommend an appropriate solution

Expertise:

Typically requires BSc Computer Science or equivalent plus 8 years of relevant work experience. Advanced degrees strongly preferred.