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Cisco Call Center Lead

2 months ago

Hamilton ON, Canada InfiCare Solutions Full time

*Cisco Call Center Engineer – Lead**Hamilton, Ontario L8K 1W2- Hybrid**Long Term**Job Purpose**(Why job exists)*(Provide a brief summary of the position purpose and objectives)The *Call Center Engineer’s* role is to ensure the stability, integrity, and efficient operation of the enterprise call center infrastructure that support core functions within the corporate call center environment. This is achieved by monitoring; maintaining, supporting, and optimizing all networked software and associated operating systems. Develops, codes, tests and debugs new software or enhancements to existing software. Has good understanding of business applications. Works with technical staff to understand problems with software and resolve them. Develops conversion and system implementation plans. The Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. This position is expected to provide Tier IV support and resolution of issues with prevention plans related to Contact Center, ACD, Workforce Management, Quality Monitoring, Reporting Systems and other Services.*Primary Job Accountabilities/**Responsibilities *(Indicate % of time devoted to each accountability. % should total 100%.) Please describe the scope of duties involved in each area of responsibility/accountability. If the responsibility spans the Assurant enterprise, please indicate so.* Manages several small to large-scale projects of various complexities across the enterprise. This includes gathering business and technical requirement, creating a design, and developing an approach for implementation – 50%* Researches emerging technologies and participates in the development of proposals to address business problems – 15%* Provides Tier IV technical support and in-depth problem analysis, working issue resolution on-site and through third-party vendors – 20%* Serve as an advocate for Enterprise customers. Provide assistance for questions regarding technology features and functionality, maintain ownership of customer issues until resolved, and meeting defined Service Level Agreements – 15%*Responsibility for work of others. *(If applicable, indicate job titles and number of direct report to this position.)*Provides direction to Voice & Data Service Integration and Operations associates.**Financial Responsibility *(Include any budget responsibility- expense management or revenue.)Provides input during the budget cycle*Qualifications/Requirements:**5+ years experience in 4 Or more of the following areas:** *Contact Center Workforce Management application-MUST** Contact Center Quality Monitoring application* Business Communication systems software including advanced administration, networking, trunking, call vectoring, and Automatic Call Distribution* Toll-Free number transport, call routing, and management services* Call flow and scripting* Contact Center Real Time and Historical Reporting* Contact center multimedia applications (email, chat)*4+ years’ experience with 2 or more of the following areas:** Service Management tools -MUST* New solutions research on the future of customer interactions and build strategies to move technologies to the future state* Analyzing and documenting call center current state/future state* Designing and managing integration points between call center applications* Maintaining disaster recovery plans and provide input to Business Continuity Plans* Solid understanding of telephony networking theoretical concepts and broad knowledge of current Contact Center Technology trends and best practices.*3 years of experience in an Enterprise Contact Center environment containing multi-platform applications*This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools or controls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Some travel required, including international, depending upon project and business demand. Travel typically not to exceed 10% on an annual basis.Be on call and respond to situations at all hours, day or nightWork weekends and holidays*Bachelor’s degree in Computer Science or Information Technology OR Cisco certification **3 years experience with 2 or more of the following areas:** Aspect Workforce Management application at an Enterprise level* VPI Contact Center Quality Monitoring application at an Enterprise level including agent voice recording, video recording, score cards, and dashboards* Avaya/Aspect/Nortel Business Communication systems software including advanced administration, networking, trunking, call vectoring, and Automatic Call Distribution* *AT&T Route-It Enterprise Toll-Free transport, call routing, and management services** *Cisco ICM/CVP call flow and scripting ** *Cisco UCCE administration** *Cisco Outbound Dialer option** Exony Contact Center Real Time and Historical Reporting* Contact center multimedia applications (email, chat)*2 years’ experience with Cherwell Service Management tool-MUST TO HAVE*#IND2Job Type: Full-timePay: $40.00-$45.00 per hourExpected hours: 40 per weekWork Location: In person