Collaboration Manager - Cisco Platform (6-12 yrs)

Job Summary :

Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing.

He will design services and technology to cater to product requirements received in the MRD and provide design documents e. g. Engineering plan, HLD, LLD. He will be a team member working in collaboration with cross functional teams for services launch / rollout, customer on boarding for revenue growth of organization.

Job Title : Manager - Collaboration Services Engineering

Responsibilities :

- Consult Business team for the technical requirements of the product and services for Unified Communication, Contact center services

- Technical evaluation of the technology, OEM products, Solution Interop testing.

- Designing, planning of technical solution for the UC, CC services, provide HLD, LLD, Engineering plan documents

- Conducting the upgrade, update validations in the lab for OEM software releases.

- Creating ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialling lists and rules, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.

- Configuring 3rd party CRM system like SFDC, MS Dynamics, Freshdesk, customer's proprietary CRM, by building integration services (API, URL calls, etc.) to the platforms as part of the call center platform

- Trouble-shooting problems during the configuration or go-live stages of client implementations.

Qualifications :

- Bachelor's degree in Electronics and Telecommunications, Computer Science, Information Technology

- 8+ years of experience in Cisco Collaboration Services - Webex, Cisco PBX, Cisco UCCX, UCCE, HCS CC services, WebexCC

- Strong expertise in understanding and troubleshooting of VOIP protocols - SIP, h.323.

- Having knowledge on the WebRTC

Experience in performing activities :

- UCCX, UCCE configurations

- Configuration of DNs and Call Types

- Installation of Cisco Call Manager, configure IPT extensions, features and integration with unity servers

- Configure agents, Skill groups , IVR applications, UCCE Scripting

- Configuration of campaign manager, Dialer solution

- Create CUIC reports for contact center performance

- Trouble shooting of SIP protocol using Wireshark and other tools.

- Strong expertise in Cisco Collaboration and Contact Center systems architecture, 3rdparty solutions integration with contact center platforms.

- Knowledge of 3rd party recording, Quality Monitoring solution,

- Certifications for Cisco Collaboration Services, Solution architect certifications for public cloud technologies like AWS, GCP, Azure.

- Awareness of DOT Guidelines for OSP, regulatory framework and solution approached in compliance to DOT guidelines.

- Excellent skills in communications, presentation.

- Enthusiastic in exploring innovative ways of designing solution for customer requirements