Company:
Smart IMS. Inc
Location: Plainsboro
Closing Date: 19/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Position Name: Cisco WebEx Contact Center Operations Engineer
Role: Operation Engineer
location: Plainsboro, NJ (Hybrid Role)
FULL TIME
Job Description
We are seeking a skilled Cisco WebEx Contact Center Engineer to join our dynamic team. As an expert in Cisco's WebEx Contact Center solutions, you will play a crucial role in deploying and managing day-today operations for our enterprise clients from our network operation center in USA. This position offers an exciting opportunity to work with cutting-edge technology in a collaborative and innovative
environment
Key Responsibilities:
Manage Day 2 Operations (Level 2, Level 3 Operations) around Cisco WebEx Contact Center solutions
Lead the shift during business hours for all Contact Center and UC related issues
Provide technical guidance and support Operations staff as part of Incident management process
Excellent understanding of SIP and ability to troubleshoot issues using packet capture and step by step diagnostic of voice packets / Wireshark traces
Configure and maintain end to end contact center features, including routing, reporting, and integration with other systems such as Client, PBX, CRM etc.
Troubleshoot and resolve any technical issues related to the WebEx Contact Center platform.
Required Skills and Qualifications:
Bachelor's degree in computer science, Information Technology, or related field along with 5+ Years of experience preferably in Service Provider and System Integration environment.
Proven experience as a Cisco WebEx Contact Center operation support engineer or similar role, with a strong understanding of Cisco UCCE platforms.
Expertise in designing and implementing complex Cisco WebEx Contact Center solutions, including IVR scripting, call routing, and integration with CRM systems.
Hands-on experience with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and other related Cisco UC technologies.
Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
Excellent communication skills with the ability to articulate technical concepts to non-technical audiences.
Cisco certifications (e.g.CCNP Collaboration) are preferred.
Ability to work independently and as part of a team in a fast-paced environment.
Expertise in independently configuring and managing complete AudioCodes applications Protocols experience required: SIP, RTP, RTCP, SDP, SRTP, H32X and MGCP
Experience with network traffic tools (e.g. Wireshark, syslog viewer, Snooper,) required
Role: Operation Engineer
location: Plainsboro, NJ (Hybrid Role)
FULL TIME
Job Description
We are seeking a skilled Cisco WebEx Contact Center Engineer to join our dynamic team. As an expert in Cisco's WebEx Contact Center solutions, you will play a crucial role in deploying and managing day-today operations for our enterprise clients from our network operation center in USA. This position offers an exciting opportunity to work with cutting-edge technology in a collaborative and innovative
environment
Key Responsibilities:
Manage Day 2 Operations (Level 2, Level 3 Operations) around Cisco WebEx Contact Center solutions
Lead the shift during business hours for all Contact Center and UC related issues
Provide technical guidance and support Operations staff as part of Incident management process
Excellent understanding of SIP and ability to troubleshoot issues using packet capture and step by step diagnostic of voice packets / Wireshark traces
Configure and maintain end to end contact center features, including routing, reporting, and integration with other systems such as Client, PBX, CRM etc.
Troubleshoot and resolve any technical issues related to the WebEx Contact Center platform.
Required Skills and Qualifications:
Bachelor's degree in computer science, Information Technology, or related field along with 5+ Years of experience preferably in Service Provider and System Integration environment.
Proven experience as a Cisco WebEx Contact Center operation support engineer or similar role, with a strong understanding of Cisco UCCE platforms.
Expertise in designing and implementing complex Cisco WebEx Contact Center solutions, including IVR scripting, call routing, and integration with CRM systems.
Hands-on experience with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and other related Cisco UC technologies.
Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
Excellent communication skills with the ability to articulate technical concepts to non-technical audiences.
Cisco certifications (e.g.CCNP Collaboration) are preferred.
Ability to work independently and as part of a team in a fast-paced environment.
Expertise in independently configuring and managing complete AudioCodes applications Protocols experience required: SIP, RTP, RTCP, SDP, SRTP, H32X and MGCP
Experience with network traffic tools (e.g. Wireshark, syslog viewer, Snooper,) required
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