Contact Center Solution

Company Description Nandha KRG Technologies, Inc., Nandha(at)krgtech.com 25000 Avenue Stanford, Suite #243, Valencia, CA 91355 Direct : 661-367-8000 Ext : 304 Job Description

Responsibilities

*

• Provide voice infrastructure design, strategy & implementation plans for the Cisco Contact Center Enterprise environment. * Engineer and optimize Contact Center routing environment, including call ICM, CUSP, and CVP. * Influences strategy to constantly maintain and drive towards a next-generation voice network infrastructure. *
• Work closely with Engineering, Architecture, Application Development, and Governance groups to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center. * Collaborates with peer technology engineering leaders in evaluating and developing next-gen technologies that can be leveraged across disciplines. Collaboration focused on IVR and CTI development teams. *
• Develop proposals and present to management. *
• Create and update policies and procedures * Mentor other engineers and provide escalation support to the production support team. *
• Work closely with business partners on telephony related projects and initiatives

Requirements

* Expert level proficiency of Cisco Call Center technologies such as Cisco UCCE, Contact Center scripting. *

• Strong
• Experience in VXML scripting and IVR development *
• Experience with large scale call center environments *
• Strong experience in call flow design and development in Cisco UCCE environments * Background inVoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and Webex and Jabber. *
• Strong knowledge and experience in dial plan designs and implementation *
• Strong experience in Cisco Gateway and Gatekeeper configurations and administration *
• Experience with SIP and H.323 protocols *
• Knowledge and experience of Cisco IOS Cisco gateways to include Cisco 29XX, 38XX, AS53XX and AS54XX. *
• Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions *
• Work closely with business partners on telephony related projects and initiatives *
• Provide knowledge transfer to peer engineering teammates. * Be able to work in a geographically dispersed team environment *
• Excellent written and verbal communication skills. *
• Excellent computer skills necessary in Word, Excel, Presentation, Project and Visio. *
• Excellent people skills with ability to handle difficult personnel situations. *
• Ability to establish and define automated system installation/configuration procedures. *
• Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure. *
• Excellent analytical skills and the ability to apply them towards the investigation of existing installations. *
• Ability to establish performance models and validation techniques. * Must be able to communicate effectively with technical and non-technical audiences. * Should have an understanding of current industry trends and their advantages with ability to right fit into an existing environment. *
• Experience in a large enterprise contact center environment. * Voice experience within e-commerce or financial services industry. * 6+ years experience in Cisco voice/data communications * CCVP, CCIE certifications a plus and/or 4 year college degree or equivalent experience. * Must be a self-starter with the ability to work independently and in a collaborative team environment.

Qualifications

Cisco UCCE Additional Information HcL America