Implementation Engineer (Cisco/Omnichannel CX) -CONNECT
- Responsible for the design, implementation and support of Sutherland CISCO UCCE and CUCM platforms. Current platforms include Cisco ICM, CUBE, CISCO Call Studio, CVP, Omni-Channel solutions such as Cisco Routing, Inbound Voice, , Cisco Email, Cisco Chat, Cisco Social Media, CISCO SMS, Speech Analytics, Proactive Contact, CallBack, Outbound campaign Manager etc.
- Strong Knowledge in CISCO UCCE , WEBEX Connect and Java
- Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.
- Partners with the Business and Service Delivery team to assist with new Program solutions.
- Responsible for Engineering design documentation along with Runbooks for Operations.
- Partners with development/integrations team for platform support when needed.
- Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
- Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
- Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
- Manages vendors on escalated issues and projects specific to your area of influence.
- Interacts directly with client related to issues, problems, or overall design.
- Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.
- Willingness and ability to cross train others in the varying technologies related to area of influence.
- Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.
Qualifications
Our most successful candidates will have:
BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.
- Expert knowledge of CISCO UCCE and CUCM Platform
- Expert in creating CISCO eServices (Email, Chat, SMS or Social Media) routing strategies from scratch
- At least 2 years of experience on Java Elements
- 5 years demonstrated experience delivering on multiple, simultaneous projects.
- 5 years’ experience with vendor management and performance to ensure compliance with commitments and budget.
Additional Information
All your information will be kept confidential according to EEO guidelines.