Network Voice Cisco UCCE

Contact center expert who can conduct “As-Is studies of existing requirements, design future state solutions and help transform the Cisco UCCE Contact Centers environment.  

·       Design and Build applications on the Cisco contact center platform including Cisco CVP, Cisco ICM, VXML Gateway, Cisco reporting, Finesse etc. 

·       Good understanding of Contact Center environment, Scripting, Campaign management, CRM Integration like (Sales force), Recording solution, Work force management(WFM) & Wallboard Integration. 

·       Provide probable solution options to client teams and lead individual assignments during implementation of larger transformations. 

·       Should have implemented contact center applications on Cisco Call Studio, Cisco ICM Script Editor and Cisco reporting. 

·       Experience & Knowledge on Integration with recording solution like Nice/ Verint for Contact center environment for Quality & improvement purpose. 

·       Should have good understanding contact center operations, metrics, application design and implementation using Cisco UCCE 

·       Ability to quickly connect business requirements to the functional capabilities of an application and assess risk , dependencies and highlight to client and project leads  

·       Willing to take Initiatives and Automation for improving efficiency & productivity, able to work in a fast-paced environment with the ability to adapt to frequent changes and deliver the solution. 

·       High troubleshooting skills to resolve Level 3 Incidents with probable solutions 

·       Excellent skills on Administration part like Skill & Queue management, Script changes, Campaign/ Application schedule as per business requirement 

·       Hand on experience on script editor for frequent changes as per business needs 

·       Knowledge on SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management also preparing RCA for P1 incidents 

Additional desired experience: 

·       Experience with Cisco IPT (CUCM, Unity Connection, SIP integration) 

·       SBC knowledge (CUBE/Gateways) 

·       Virtual Hold Technology 

·       Campaign management,  

·       Nuance Recognizer & Vocalizer 

·       Experience with modern cloud architectures and technologies 

·       Minimum of 8-10+ years of experience