Functions / Responsibilities

Functions/Responsibilities

• Bachelor’s
  degree or equivalent experience; 4+ years hands-on experience with Cisco
  IP Telephony/IP Contact Center in a large-scale production environment

• Provide
  support for full suite of Cisco Contact Center and Unified Communications
  technologies (CUCM, CUC, CVP, ICM, CUC, IM&P)

• Expert
  knowledge of Cisco Unified Communications Manager on 10.x, 11.x

• Expert
  knowledge of H.323 protocols and Session Initiation Protocol (SIP)

• Expert knowledge
  of Cisco Voice XML Gateways.

• Troubleshooting
  and configuration for Cisco Customer Voice Portal V8.x, V9.x and 10.x as well
  as associated VOIP technologies and platforms to include Cisco
  Internetwork Operating System (IOS) , Voice Extensible Markup Language (VXML),
  Aggregation Services Routers (ASR), Text to Speech (TTS), etc.

• Extensive
  experience in troubleshooting and configuration for Cisco Unified Contact
  Center Enterprise (V8.x, V9.x, and 10.x) as well as associated technologies
  (Contact Recording, Finesse, Reporting, etc.)

• Knowledge
  and experience troubleshooting and developing Cisco Unified Contact Center
  Enterprise ICM Scripting.

• Knowledge
  and experience with Cisco Unified Border Element (CUBE) services and
  functionality. 

• Troubleshooting
  and configuration of all Cisco Unified Contact Center Enterprise components
  (Routers, Loggers, Peripheral Gateways, AW-HDS).

• Ability
  to effectively communicate in English to include spoken communication,
  professional writing, technical writing and effective email writing

• Able
  to work with general guidance to effectively perform routine to complex
  assignments; demanding familiarity with principles, theories, concepts and
  technologies as well as applied knowledge of established procedures, policies
  and practices.

• Must
  be able to solve a wide range of basic to complex problems with general
  guidance for the accomplishment of short to medium term goals and operating
  objectives.

• Acts
  independently and exercises independent judgment and discretion within generally
  defined practices and policies to select appropriate methods or techniques for
  obtaining solutions.

   

Skills required

• Cisco
  Unified Communications Manager (CUCM)

• Cisco
  Unity Connection (CUC)

• Cisco
  IM & Presence (IMP)

• Cisco
  Voice Portal (CVP)

• Cisco
  Unified Intelligence Center (CUIC)

• Cisco
  Finesse

• Intelligent
  Contact Management(ICM)

• Gateways

SQL

Domain of work

Other Details

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