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Senior Associate_ Cisco Contact Center

AT&T


Location:
Bengaluru
Date:
07/20/2017
2017-07-202017-08-19
Job Code:
att4-5057655
Categories:
  • Engineering
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Job Details

Company AT&T

Job Title Senior Associate_ Cisco Contact Center

Jobid att4-5057655

Location: Bengaluru, IND

Description Contact Center Engineer with Cisco(CCNA Voice) and ITIL v3 foundation certification with very good oral/written communication skills.

The engineer should be able to perform, Incident management, Change Management, Alert management, documentation for the core Cisco based contact center.

should be willing to work in a typical 24/7 support environment spread across multiple locations and geographies.

The engineer should posses excellent technical skills on troubleshooting various contact center components like, Call Manager, Gateway, IP IVR, ICM, unity -Voicemail, CVP, SIP, etc.



**Detail JD**



The Contact Center Technology has a number of active projects and this role is critical to ensure project timelines and BAU requests stay on track.

Job will require working with Cisco and third party application to support contact center reporting tools and application, chat / email, and data base Knowledge Base solutions. Requires knowledge of Cisco CUIC and Webview reporting, Moxie Knowledge Solutions, echat and email tools, Exony reporting. SQL, and Java knowledge is a plus.



Job primary focus will be on infrastructure design and deployment. Engineer will require knowledge to configure and support Cisco Call Manager, Unity, ingress/egress Gateways, CUSP, CUBE, SIP Trunks, Peripheral Gateways, and UCCE infrastructure. Will be responsible for design and implementation of integration with third party tools, such as Work Force Management, Call Recording, CRM tools, auto dialer, etc.



Duties and responsibilities:

? Work with Contact Center management to create basic and customized reports

? Create custom Historical Contact Center reports

? Combine reports from CRM applications and Cisco applications

? Work with call volume logs in CVP

? Work with call volume logs in ICM

? Work with Cisco CDR reports

? Work with eWFM reports

? Create and present training and informational sessions with the business and team members

? Maintain documentation of the Reporting and operational procedures.

? Help support the reporting tools (Exony, CUIC, Verint Impact 360, Symon Wall Boards)

Qualifications Required (minimum 3 years experience)

? Experience in Contact Center reporting

? Knowledge of calculating Busy Hour traffic in erlangs

? Knowledge in Call Detail Recording (CDR) reporting and associated tools.

? Experience with Exony reporting

? Knowledge digital signage Wall boards (Symon)

? Knowledge of Contact Center Reporting tools, Web view, CUIC, etc

? Intermediate Level SQL skills

? Intermediate level Core Java or J2EE knowledge

? Strong critical thinking and analytical skills.

? Good team player, willing to share knowledge with the team

? Excellent customer service and communication skills.

Qualifications (Desirable)

? Knowledge of Cisco IP telephony and UCC Call Center technologies and solutions.

? Knowledge of basic LAN and WAN administration on Cisco gateways and switches and TCP\IP.

? Knowledge in administration of basic call handlers and attendant console.

? Knowledge in IVR, self service and speech recognition systems.

? Knowledge in CVP scripting

? Knowledge of Call Center supporting applications such as workforce management and knowledge management

? Experience in administration and support call center solutions within large, highly complex organizations



Required skills

? He should have experience of managing the customer in similar capacity

? Excellent communications, interpersonal and analytical skills.

? Should have Good attitude and People handling /coordination Skills/Ability to meet deadlines and work well under pressure.

? English: Fluent



Degree Bachelor’s Degree/Equivalent Experience



***************************************************************

**Should be able to work in Rotational shifts( monthly/ Fortnightly)**



**Roles and Responsibilities:**

Duties and responsibilities:

? Work with Contact Center management to create basic and customized reports

? Create custom Historical Contact Center reports

? Combine reports from CRM applications and Cisco applications

? Work with call volume logs in CVP

? Work with call volume logs in ICM

? Work with Cisco CDR reports

? Work with eWFM reports

? Create and present training and informational sessions with the business and team members

? Maintain documentation of the Reporting and operational procedures.

? Help support the reporting tools (Exony, CUIC, Verint Impact 360, Symon Wall Boards)

Qualifications Required (minimum 3 years experience)

? Experience in Contact Center reporting

? Knowledge of calculating Busy Hour traffic in erlangs

? Knowledge in Call Detail Recording (CDR) reporting and associated tools.

? Experience with Exony reporting

? Knowledge digital signage Wall boards (Symon)

? Knowledge of Contact Center Reporting tools, Web view, CUIC, etc

? Intermediate Level SQL skills

? Intermediate level Core Java or J2EE knowledge

? Strong critical thinking and analytical skills.

? Good team player, willing to share knowledge with the team

? Excellent customer service and communication skills.



**Key Competencies and Skills:**

The candidate should posses 2 to 3 years of contact center experience on Cisco contact center suite with an overall experience of 5 to 6 yrs.The engineer should posses excellent technical skills on troubleshooting various contact center components like, Call Manager, Gateway, IP IVR, ICM, unity -Voicemail, CVP, SIP, etc.



**Education and Qualifications:**

Engineering/Bachelors Degree



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