ApTask · 5 months ago
Cisco Contact Center - SME
Troy, MI
Full-time
Onsite
Senior Level
$55/hr - $65/hrApTask is a leading global provider of workforce solutions and talent acquisition services. They are seeking a highly skilled professional with experience in Cisco Contact Center solutions to lead the design, implementation, and optimization of these systems while collaborating with stakeholders to meet organizational goals.
Human ResourcesInformation TechnologySmall and Medium BusinessesStaffing Agency
Responsibilities
Lead and contribute to the design, implementation, and optimization of Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications
Configuration, administration, and monitoring of Circuits, SIP/PSTN DIDs, TFNs etc
Contact Center configuration and administration of Queues, call routing, hunt-groups, agents etc
Collaborate with stakeholders to understand business requirements and design implementation plans that align with organizational goals
Follow industry standards and best practices to implement high-availability and scalable solutions
Coordinate with internal teams and external vendors to streamline the implementation process
Follow change management processes to execute the implementation steps
Deploy and configure the Cisco solution along with integration of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration
Troubleshoot technical issues and provide solutions during the implementation phase
Lead end-to-end project implementation, ensuring adherence to timelines and budgets
Oversee quality assurance processes to identify and address any issues during the implementation phase
Perform thorough testing to ensure each function and feature is working as expected
Participate in UAT with the customer to ensure the solution meets their expectations
Provide post-implementation support for ongoing issues and deliver a positive user experience
Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively
Qualification
Required
Bachelor's degree in computer science, Information Technology, or equivalent
Proven experience in implementing and configuring Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications
Strong understanding of contact center technologies, telephony, and 3rd-party application integrations
Project management skills with the ability to manage multiple tasks and deadlines
Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams
Self-motivated and capable of working independently with minimal supervision
Flexibility with work timings to align with customer's working hours and project delivery timelines
Preferred
Certifications in Cisco Contact Center, CUCM, UCCE, UCCX or related technologies are an added advantage
Company
ApTask
ApTask is a staffing and recruiting company offering staffing, project, and workforce solutions.
Founded in 2010
201-500 employees
H1B Sponsorship
ApTask has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Taj Haslani
Founder
Recent News
Company data provided by crunchbase