Implementation Engineer (Cisco/Omnichannel CX) -CONNECT
Core
Design, implement, and support Cisco UCCE, CUCM, and Omni-Channel CX platforms including voice, email, chat, SMS, and social media routing strategies.
Role type
Senior Implementation Engineer (Cisco UCCE/CUCM)
Builds
Enterprise contact center infrastructure and omnichannel routing solutions
Domain
Telecommunications / Customer Experience (CX)
Deliverable
production ML models | product features | infrastructure
Required skills
Cisco UCCE, Cisco CUCM, Cisco ICM, Cisco Call Studio, Cisco CVP, Java, Vendor Management, Disaster Recovery Planning, Infrastructure Architecture Design, Technical Consultancy, Runbook Creation, Proactive Monitoring
Preferred skills
Cisco Webex Connect, Cisco Routing, Cisco Email, Cisco Chat, Cisco Social Media, Cisco SMS, Speech Analytics, Proactive Contact, CallBack, Outbound Campaign Manager
Technologies
Cisco UCCE, Cisco CUCM, Cisco ICM, Cisco CUBE, Cisco Call Studio, Cisco CVP, Java, Webex Connect
Responsibilities
Design and lead implementation of infrastructure architecture based on enterprise business requirements; Gather business requirements and ensure technical offerings satisfy them; Develop monitoring solutions for proactive infrastructure monitoring; Conduct testing and develop disaster recovery plans; Provide technical consultancy for problem resolution; Manage vendors on escalated issues and projects; Interact directly with clients regarding issues and design; Mentor engineers and IT solutions technicians.
Seniority
Senior, hands-on IC
