Contact Center Solution

Company Description

Nandha

KRG Technologies, Inc.,

Nandha(at)krgtech.com

25000 Avenue Stanford, Suite #243, Valencia, CA 91355

Direct : 661-367-8000 Ext : 304

Job Description

Responsibilities:

* Provide voice infrastructure design, strategy & implementation plans for the Cisco Contact Center Enterprise environment.

* Engineer and optimize Contact Center routing environment, including call ICM, CUSP, and CVP.

* Influences strategy to constantly maintain and drive towards a next-generation voice network infrastructure.

* Work closely with Engineering, Architecture, Application Development, and Governance groups to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center.

* Collaborates with peer technology engineering leaders in evaluating and developing next-gen technologies that can be leveraged across disciplines. Collaboration focused on IVR and CTI development teams.

* Develop proposals and present to management.

* Create and update policies and procedures

* Mentor other engineers and provide escalation support to the production support team.

* Work closely with business partners on telephony related projects and initiatives

Requirements:

* Expert level proficiency of Cisco Call Center technologies such as Cisco UCCE, Contact Center scripting.

* Strong Experience in VXML scripting and IVR development

* Experience with large scale call center environments

* Strong experience in call flow design and development in Cisco UCCE environments

* Background inVoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and Webex and Jabber.

* Strong knowledge and experience in dial plan designs and implementation

* Strong experience in Cisco Gateway and Gatekeeper configurations and administration

* Experience with SIP and H.323 protocols

* Knowledge and experience of Cisco IOS Cisco gateways to include Cisco 29XX, 38XX, AS53XX and AS54XX.

* Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions

* Work closely with business partners on telephony related projects and initiatives

* Provide knowledge transfer to peer engineering teammates.

* Be able to work in a geographically dispersed team environment

* Excellent written and verbal communication skills.

* Excellent computer skills necessary in Word, Excel, Presentation, Project and Visio.

* Excellent people skills with ability to handle difficult personnel situations.

* Ability to establish and define automated system installation/configuration procedures.

* Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure.

* Excellent analytical skills and the ability to apply them towards the investigation of existing installations.

* Ability to establish performance models and validation techniques.

* Must be able to communicate effectively with technical and non-technical audiences.

* Should have an understanding of current industry trends and their advantages with ability to right fit into an existing environment.

* Experience in a large enterprise contact center environment.

* Voice experience within e-commerce or financial services industry.

* 6+ years experience in Cisco voice/data communications

* CCVP, CCIE certifications a plus and/or 4 year college degree or equivalent experience.

* Must be a self-starter with the ability to work independently and in a collaborative team environment.

Qualifications

Cisco UCCE

Additional Information

HcL America