SME - Cisco Contact Center

Strong technical skills on Cisco Contact Center Enterprise • Knowledge of network management, network availability & capacity planning • Ability to analyze, configure and troubleshoot large Cisco voice networks • Is a technical expert in more than one area with a wide understanding of networking protocols and concepts • Proven planning, prioritization and organizing skills • Drive for continuous learning, results orientation and teamwork • Utilization of a good understanding of Cisco business strategies and drivers to guide activities Independently solve problems in broad, complex, and unique networks with mixed media and protocols • Provides systems/product training, Incident Management and Change Management (Planning & Execution) • On-call Escalation support, Ticket Quality Process adherence & Security compliance Customer feedback (Appreciations, CSAT survey results) • Knowledge Base preparation and review, Knowlegde sharing & documentation Root cause analysis / Problem Management + Capacity / Architectural Management • SLA compliance for tickets, Value Add/Mentoring UCCE related certification is mandatory

NA

CUCM Features Dial Plan UCCE Cisco Unified Intelligent Contact Management (ICM) ICM Scripting Cisco Unified Customer Voice Portal (CVP) VXML Gateways & Voice gateway Cisco Finesse Agent Desktop CUIC Reporting Tool Load Balancers

Strong technical skills in troubleshooting contact center related issue (UCCE) * Technical expert in more than one area with a wide understanding of networking protocols and concepts * Ability to analyze and troubleshoot large Cisco Voice networks * Excellent communication skills (Written and Verbal) * Proven planning, prioritization and organizing skills * Ability to drive change through innovation & process improvement