Responsibilities:

Responsible for delivering Cisco Collaboration technical services in area of Solutions, which includes Advocacy, Planning, Design, Implementation, Release Management, Security patch management, Capacity Management, High Availability and Optimization services, to large Enterprise and Service Provider customers/ partners via cloud services.

Assists in the design, integration, and maintenance of the technical infrastructure and services (all aspects of the technology lifecycle) in the Unified Cisco Contact Center Enterprise (UCCE) Solution.

Plan platform infrastructure and software upgrades in accordance with Lifecycle Management goals.

Leverages consultative approaches in building relationships with SMEs, both internal and external, to develop solutions.

Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems; Escalation point for production support incidents and problems; may be required to work off hours to support issue resolution and system upgrades

Keep up-to-date on relevant competitive solutions, products and services.

Identify design requirements and recommendations for capacity, technical prevalence and future direction

Technology:

• Designing, Managing Cisco Unified Contact Center Enterprise technologies ( UCCE ), Cisco Customer Voice Portal (CVP), Cisco IP/IVR, Cisco CTIOS, Cisco Finesse, CUIC.
• Good Understanding and work Experience in third party products like, Appspace, eGain, Avaloque, Calabrio, Acqueon Must have hands on experience in VXML gateways, VVBs, SIP proxy.
• Must have hands on experience with the following Cisco voice applications Cisco Unified Communications Manager (CUCM),Cisco Unity Connection Voicemail, Cisco Presence, Expressway MRA solution, Redsky.
• Experience with routine system administration tasks such as OS and application patches, upgrades and backups of the voice environment.

Knowledge of/exposure to:
Information Technology Infrastructure Library (ITIL) framework, with focus on Availability management, Release management, and Change Management
Process Improvement identification/execution (e.g., optimization, proactive, Automation, innovation)
The ability to work well as a team for the ultimate success of our customers.

Must be able to interface effectively with all levels of the organization

Able to work within a customer oriented, positive team environment

Strong interpersonal, oral, visual, and written communication skills for communications to technical and non-technical staff.