The Global Collaboration Services team is a part of the End User Services organization at Chubb with primary responsibility for operations of all corporate and contact center voice, video and web conferencing services globally. We work with various architecture and engineering teams to implement design patterns providing low-cost, highly available, flexible and secure solutions. With service in over 50 countries, we are relentlessly focused on driving and improving the end user experience thru advancement of technology, process improvement and enhanced partnerships with our stakeholders.

Responsibilities:

• Lead project teams as subject matter expert for the implementation of UC and Contact Center solutions

• Deploy/migrate sites and solutions and consolidate distributed telephony technologies to our global platforms including configuration of gateways

• Interface with business partners for requirements gathering and implementation of call flow modifications (CUCM, CVP and future cloud platforms)

• Provide escalation support for L2 operations team

• Create operational documentation of new solutions

• Assist in managing vendor partners to ensure SLA’s are being met

Qualifications:

• Willing to work in NA hours (night shift schedule)

• 5+ years relevant experience working in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services)

• Demonstrate a professional level understanding of UC and/or Contact Center design patterns for solutions with Cisco, Nice inContact, Genesys and Microsoft

• Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions

• Proven technical troubleshooting skills in a complex environment with 3rd party integrated solutions

• Experience with global telecommunications providers SIP trunking and TDM solutions and their regional routing and regulation requirements

• Knowledge and experience with network infrastructure (QoS, routing, DHCP, DNS and ability to packet capture/troubleshoot)

• Understanding of security infrastructure with respect to implementing collaboration services (firewall, VPN, certificates, encryption, etc…)

• Experience with project management methodologies (Agile, SDLC, DevOps etc…)

• Excellent communication and documentation skills with ability to interface with business users and executives as well as other architecture/engineering teams to create diagrams, call-flows and implementation presentations for technical and non-technical audiences

• Must be self-starter with ability for deep independent work as well as collaboration with others in a distributed global team