L2 Cisco Contact Center Specialist

Job Description

Candidate will be responsible for managing, installing, configuring, troubleshooting, and maintaining Contact Center software applications - Cisco CVP/Operations Console, Nuance IVR (both inbound and outbound), Call Routing, Cisco Finesse, Calabrio Workforce & Quality Management, reporting and analytics tools like Cisco Unified Intelligence Center (CUIC) and Nuance Insight for IVR 2. Works closely with Contact Center Management, the Software vendors, and CSRs to gain an in-depth understanding of business/technical issues. Identifies, analyzes, and translates technical/business needs into functional specifications; and work with the Business areas and IT teams in the implementation of solutions. 3. Supports daily operations interfacing with Contact Center teams to implement the technology to provide real-world solutions and metrics to improve customer satisfaction.4. Acts as the technical lead for all projects related to the development of new systems or the upgrade of existing systems, architecture, applications or technology capabilities in support of Contact Center and major voice telephony needs.5. Works directly with Network & Telephony team, IT Security, System teams, and the technology vendors to implement technology solutions including Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX) and Cisco Unified Intelligence Center (CUIC) reporting.6. Assists Contact Center team in analyzing and evaluating the Contact Centers performance and processes to determine if the technology is meeting customers needs and financial goals. Identifies proactive solutions for continuous improvement.7. Ensures that CSRs concerns are addressed promptly and efficiently through troubleshooting and implementing solutions or escalating to the technology vendors and/or the appropriate members of Contact Center management and IT.8. Collaborates with Contact Center management in strategizing and operationalizing current and future technology solutions. Develops a technology vision and implementation plan.9. Researches and keeps abreast of new Contact Center information technologies and develops strategies for the implementation of those technologies based on Contact Center requirements10. Oversees development and ensures conformance to performance optimization, capacity management and interoperability processes/standards and requirements.ROLE PROFILEL2 Cisco Contact Center Onsite SupportL2 Cisco Contact Center Specialist11. Identifies, recommends and implements cost reduction and optimization solutions to existing and future services by continuously evaluating TEPs Contact Center systems and modern technologies including Cloud-based.12. Schedules, plans, and performs periodic scheduled maintenance and tuning activities to optimize performance.13. Participates in the capital budget process by identifying mandatory and/or general upgrade opportunities that enhance infrastructure and/or service levels.14. Document internal support processes and procedures for Audit purpose.15. Manages technical relationships with key vendors and technology development companies.16. Adheres to Change Management process of IT and performs assigned change activities including monitoring and tracking change activities.17. Adheres to service level agreements by following established SLA performance requirements of third-party vendors.18. Coordinate and communicate with staff members (Contact Center Leadership & IT Teams) of all levels throughout the business process.19. Provides after hours on-call support.

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