Senior Specialist Contact Centre

Pune - India

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Purpose	Capability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway Dialer PG ICM Router Logger CVP List Management IVR management ACD CRM Integration) Recording solution (NICE) Understanding on Database and CUIC Reporting understanding on LCM and outbound Dialer.
Duties and Responsibilities	Strong knowledge on implementation incident management integration troubleshooting on Cisco Contact Center Solution and its peripherals components like NICE LCM Deep Dive on Troubleshooting monitoring of all contact center components e.g . ICM CVP IVR CUCM PG Routers ACD CTI Pop UP Voice logger Dialer Campaign Management CUSP Jabber POE switches. Deep understanding on Cisco databases and schema. Knowledge on Windows and Linux operating system. Govern complete daily CC system health check to ensure maximum servers and applications uptime. Capability to troubleshoot application issue and fix the same on desired timeline. Control on IT change management process. Integration and customization of Multiple business processes on IVRS Report CTI CRM Campaign Management. Understanding on LCM and integration with Cisco. Understanding on NICE and call recording solutions and its integraton with Cisco. Third party integration with Cisco
Key Decisions / Dimensions	Handhold on Cisco PCCE - ICM/CVP/CUIC experience in troubleshooting.
Major Challenges	Manage the configuration defined Gateway IVRS call routing call recording agent profiling PQ voice response Understand Overall Scope of work Installation Testing UAT Training Documentation Migration Journey. Manage ISDN PRI SIP IP Networking and able to troubleshoot the issue on trunk/SIP/ SBC /gateway level. Effective knowledge of change management process.
Required Qualifications and Experience	a)Minimum qualification required is BE/B-Tech/ Computer Science / IT and electronics with an Implementation. b)Level 2/3 IT Support with minimum Experience of 5-7 years in Deployment Support Development & Troubleshooting in Contact Center Solutions Cisco UCCE/PCCE NICE LCM

Required Experience:

Senior IC

Job PurposeCapability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway Dialer PG ICM Router Logger CVP List Management IVR management ACD CRM Integration) Re...

Job Purpose	Capability to manage and support Cisco Contact Center applications delivery with desired uptime. Expertise in Cisco Contact Center Solutions with component level depth on Cisco Components (Voice Gateway Dialer PG ICM Router Logger CVP List Management IVR management ACD CRM Integration) Recording solution (NICE) Understanding on Database and CUIC Reporting understanding on LCM and outbound Dialer.
Duties and Responsibilities	Strong knowledge on implementation incident management integration troubleshooting on Cisco Contact Center Solution and its peripherals components like NICE LCM Deep Dive on Troubleshooting monitoring of all contact center components e.g . ICM CVP IVR CUCM PG Routers ACD CTI Pop UP Voice logger Dialer Campaign Management CUSP Jabber POE switches. Deep understanding on Cisco databases and schema. Knowledge on Windows and Linux operating system. Govern complete daily CC system health check to ensure maximum servers and applications uptime. Capability to troubleshoot application issue and fix the same on desired timeline. Control on IT change management process. Integration and customization of Multiple business processes on IVRS Report CTI CRM Campaign Management. Understanding on LCM and integration with Cisco. Understanding on NICE and call recording solutions and its integraton with Cisco. Third party integration with Cisco
Key Decisions / Dimensions	Handhold on Cisco PCCE - ICM/CVP/CUIC experience in troubleshooting.
Major Challenges	Manage the configuration defined Gateway IVRS call routing call recording agent profiling PQ voice response Understand Overall Scope of work Installation Testing UAT Training Documentation Migration Journey. Manage ISDN PRI SIP IP Networking and able to troubleshoot the issue on trunk/SIP/ SBC /gateway level. Effective knowledge of change management process.
Required Qualifications and Experience	a)Minimum qualification required is BE/B-Tech/ Computer Science / IT and electronics with an Implementation. b)Level 2/3 IT Support with minimum Experience of 5-7 years in Deployment Support Development & Troubleshooting in Contact Center Solutions Cisco UCCE/PCCE NICE LCM

Required Experience:

Senior IC

Key Skills

Computer Hardware
Mac Os
Manufacturing & Controls
Root cause Analysis
Windows
Customer Support
Remote Access Software
Operating Systems
Encryption
Remedy
Chemistry
Cerner

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