Job Description

Independently work on user or high priority tickets, change requests, troubleshooting faults and interfacing with external vendors as well as internal Capgemini engagement representatives.

Gather, Understand and Successfully Translate business requirements into technical specifications.

Ready to work in rotational US Shifts.

Flexible work schedule to handle emergency outage or other situations with ability to work on or resolve issues while out of the office.

Follow existing policy procedures used to configure and maintain various portions of Cisco Telephony and their associated systems.

Analyze and standardize procedures to improve efficiency and effectiveness of contact center operations.

Coordinate effort and communication between geographically and time separated groups.

Primary Skills

• Must have hands on experience and at least L2 skills in Cisco Unified Contact Center Enterprise (UCCE), CUCM, Cisco Voice Portal (CVP) and voice gateways.
• Good knowledge of Cisco UCCE, CUCM Architecture, deployment models and components.
• Good knowledge and hands on experience in Cisco UCCE Call flow scripts.
• Good knowledge and hands on experience in Cisco CVP Scripting.
• Troubleshooting at least L2 level skills UCCE, CUCM and CVP related issues.
• Good hands-on experience in CVP Micro app and knowledge in VXML application.
• Good hands-on experience in VXML Gateway configuration and troubleshooting.
• Knowledge and experience in Cisco WebEx Enterprise and AWS Connect cloud telephony.
• Knowledge in Cisco Unified Intelligence Center Reporting (CUIC).