� To provide technical expertise in design, deployment and delivery support of our Cisco UCCE Contact Center services and solutions.
� As an IPCC Engineer, the successful candidate will work as an integral part of the Network administration team. To undertake day-to-day and long term technical support/projects.
� Project team member involved in the design and deployment of full-life cycle Cisco contact center project integrations including call center workflows
� perform analysis and diagnosis of complex voice and data network issues
� Work with network team in all related projects and assigned tasks
� Reporting network operational status by gathering, prioritizing information and managing projects;
� Upgrading data network equipment to latest stable firmware releases;
� Configuration of routing and switching equipment; Configuration of hosted IP voice services;
� Basic configuration of firewalls, routers, and switches
� Configuration of different ICM items like Service, Skill Group, Route, Peripheral Target, Label, Translation route etc. for project need.
� Co-ordinate with other technical groups like Security and Telephone Network team.
� Reports and traces generation for various queries related to customer call/Cisco CUIC Reports.
� Fault escalation to Cisco and co-ordination for unresolved issues, and Cisco ICM troubleshooting
� Strong experience configuring and troubleshooting Voice Gateways/Gatekeepers
� Prior support experience of the ICM environment including ACD, PG, IVR PG, IPCC and CTIOS
� ICM Call Flow Changes/ Configuration Changes for all Contact Centre Services
� Manage day to day tasks related to IPCC & Network and participate in infrastructure projects