Description
Call Manager Engineer (Cisco)
Our client is on the lookout for a Contact Centre Services Engineer to support the outsourced network for a large Financial Services Company.
This is a contract position located in West Co. Dublin. Ireland
This role is part of a team responsible for the continuous operation and performance of the enterprise Contact Centre infrastructure. Mission critical technologies include Cisco Call Manager, Cisco Unity, CVP, Call Recording and Dialler. This position will ensure high quality service delivery through responsiveness to network problems, crisis management, Business initiated change, adherence to service levels and improvement initiatives.
The ideal candidate will have at least 2years of relevant work experience; Global Financial Services experience is strongly preferred.
Key skills:
Prior experience with a large enterprise voice and contact centre network.
Strong knowledge and experience with Cisco IPT and Call Centre Technology including Cisco ICM/Unified CC Enterprise, Customer Voice Portal (CVP), Cisco Unified Intelligence Centre (CUIC), Cisco Unified IP Interactive Voice Response (IP IVR), Cisco Unified Communications Manager (CUCM), Dialler, Gateways, SIP & endpoints (phones)
Experience in the administration and support of Cisco's UC portfolio including but not limited to CUCM, CUIC, Unity, UCCE, VG, CUBE, CVP
Working knowledge of Call recording, preferably Verint.
Experience with IT Service Management such as Change, Incident and Problem Management. ITIL Certification a plus
Well versed in crisis management, root cause analysis and operational readiness techniques.
Flexibility in terms of working hours, on call support activities.
Responsibilities:
Administer and troubleshoot Unified Call Manager, Unity voicemail, ICM Call Center systems, IVR CVP, Verint Call recording, and supporting infrastructure, including CTI integration to switching platforms and diallers.
Maintain and support Cisco's IP Telephony and IPCC Contact Center Enterprise and all related Cisco IP telephony infrastructure
Troubleshoot any voice/video related issues and perform root cause analysis.
Create, Implement, and Support ICM and CVP call routing scripts and required reports
Maintain documentation of the UC environment and operational procedures
The ability to work an on call rotation