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Form of workGlobalXperts is a leading IT Solution Provider whose business focus is to provide Day 2 remote monitoring & co-managed support and professional services for advanced Cisco, Microsoft and Data Center solutions. Our Level 1 through Level 3 networking experts (CCNA through CCIE) are available around-the-clock and have a deep understanding of internetworking technologies (Collaboration, Data Center, Borderless networking, Security) and products from leading equipment manufacturers giving you access to multi-technology support from a single source. Our professional services approach track with Cisco's PPDIOO model which is to prepare, plan, design, implement, operate, and optimize. And, while each phase of the service delivery model is strategically designed to build upon the previous phase, GlobalXperts technical staff has been successfully utilized by our customers for any or all phases.
GlobalXperts is seeking a senior level IP Telephony Systems Engineer with the experience in Cisco Contact Center, and Cisco UC cluster environments who will be responsible for providing core IP telephony Design, Deployment, Maintenance and Support of IP telephony and call center projects, and implementations.
Duties and Responsiblities:
- Perform client consultation: Plan, Design, Implement and support IP based call center and US solutions
- Analyze the existing voice and data networks and recommend solutions based on requirements
- Set up, configure, test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, CVP, UCCE.
- Design, implement, and/or maintain Cisco Unified Communications systems including but not limited to CUCM, CUC, Unity, UCCX, UCCE, CUPS, VG, CUBE, CER, CVP.
- Assist the account teams during the sales process by educating the customer on new technologies in the contract cent and UC arena
- Lead Engineering efforts of UC and Contact center Projects
- Maintain and support Cisco's IP Telephony and IPCC Contact Center Enterprise and all related Cisco IP telephony infrastructure
- Administer and troubleshoot Unified Call Manager, Unity voicemail, ICM Call Center systems, IVR CVP, and supporting infrastructure, including CTI integration to switching platforms, dialers, call recorders and desk top platforms
- Create, Implement, and Support ICM and CVP call routing scripts and required reports .
- Work directly with the business group to design, and test ICM and CVP call flows to meet the business requirements
- Support Cisco Agent Desktop and Cisco Supervisor Desktop clients
- Identify new offerings that arise from new technologies
- Identify new offerings that arise from customer demand and needs
- Maintain documentation of the UC environment and operational procedures
- Provide knowledge transfer to Team members and support staff
- Work as a team to ensure customer requirements are gathered and projects are successfully implements
- Identifiable Behavior: It is imperative you maintain the following Identifiable Behavior:
- Self motivated
- A strong professional personality
- Results driven
- Strong work ethic
- Team focused
- Ability to manage and influence individuals to obtain maximum results
- Highly effective communicator (written & verbal)
- Strong negotiation skills
- Self-confident, which translates well with customers, partners and colleagues
- Flexible and adaptable to change
- Able to grasp new concepts and translate ideas into actions
- An investigative mind
- Lateral thinker
- Minimum 7 years related experience in the networked voice and call center environments
- High-end experience in PBX and/or Call Center systems engineering experience
- Bachelor's degree in Computer Science, Engineering or related discipline: equivalent experience is acceptable
- Ability to work weekends and off hours as necessary to meet customer requirements
- Willingness to travel up to 25% of time
- Expert Knowledge of Cisco IP telephony and UCC Call Center technologies and solutions
- Excellent Customer Service and communication skills
- Experience in the administration and support of Cisco's UC portfolio including but not limited to CUCM, CUC, Unity, UCCE, CUPS, VG, CUBE, CER, and CVP
- Knowledge in CVP scripting and call control
- Knowledge of Call Center supporting applications such as ticketing systems
- Strong critical thinking and analytical skills
- Good team player, willing to share knowledge with the team
- Ability to manage and influence individuals to obtain maximum results
- Highly effective communicator (written & verbal)
- Certification level of a CCNP Voice at a minimum, CCIE Voice Desirable
