Telephony Contact Center Specialist

Independently work on user or high priority tickets, service or Change Requests, troubleshooting faults and interfacing with external vendors as well as internal Capgemini engagement representatives. 

• Gather, Understand and Successfully Translate business requirements into technical specifications 


• Flexible work schedule to handle emergency outage or other situations with ability to work on or resolve issues while out of the office 


• Effectively coordinate group of lower level technical personnel to keep Ticket Handling Service Levels up, Resolve ticket escalations, fulfill Change Requests and Maintain the Cisco Telephony environment with its attendant processes already in place 


• Enforce and follow existing policy procedures used to configure and maintain various portions of Cisco Telephony and their associated systems 


• Coordinate effort and communication between geographically and time separated groups

• Must have high level core of Cisco Contact Center (UCCE) competence and at least 1 year experience with many of the following specific tools and technology:


• Set-up, Configure, maintain and support the following systems or implementation concepts: 

             -Cisco IPCC/UCCE and IP Telephony components 
             -IP-IVR or Script Editor experience for Unified Contact Center Enterprise 
             -Unified Contact Center Enterprise Configuration Manager 
             -Cisco CTI Desktop Solutions 
             -Cisco Unified Intelligence Center or Unified Contact Center Enterprise Telephony Reporting 
             -SIP, SCCP and RTP and General VOIP communications 
             -Call Manager for Unified Contact Center Enterprise 
             -Cisco Voice Gateways, CUBE 
             -Cisco Unity Connection 
             -Cisco Networking Devices, Routers, Switches and issues with routing call traffic across WAN              technologies 

• Understanding of POTs, Q.SIG, PRI and T1 interfaces 


• Familiarity with Voice Recording systems & centralized storage 


• Familiarity with Cisco CUIC reporting, Call Detail Record (CDR) solutions 


• Very good knowledge of English 


• CCNA Routing & Switching, CCNA Voice and CCNP Voice as an asset

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
  


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ACCA, Prince2, PMP). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)