Job Summary
We are seeking a highly skilled Technical Lead with 8 to 12 years of experience to join our team. The ideal candidate will have expertise in Google Dialogflow Cisco Unified CVP Genesys Cloud Cisco Unity Cisco CTI Cisco UCCE and Cisco Unified Communication Manager. This role involves working in a hybrid model with day shifts and no travel requirements. Experience in Sales & Marketing or Industrial Manufacturing domains is a plus.
Responsibilities
Lead the design and implementation of complex communication systems using Google Dialogflow Cisco Unified CVP and Genesys Cloud.
Design Call Center solutions in accordance with standard design principles and architecture.
Expert in troubleshoot and implementation and Administration of Cisco UCCE solution.
Expert in Cisco CUCM Unity and Gateways.
Troubleshooting and Configuration knowledge in Cisco ICM components CVP Finesse Enterprise Chat Email Gateways CUBE Call Manager and Unity.
Implementing and Troubleshooting Calabrio Call recording solution and Work Force Management.
Cisco CVP Call Studio knowledge.
CUIC Custom report creation and CUIC troubleshooting.
3rd Party Gadget Development for Finesse would be added advantage.
Google Dialogflow integration with Cisco and troubleshooting. Google CCAI knowledge is added advantage.
Provisioning and Administration of eGain VIM.
Configure Bucher Suter with Salesforce integration and troubleshooting.
Implement and support Salesforce service cloud voice solution for omni channel.
Good understanding of SIP call flows and GSIP and SBC.
Knowledge in switching routing and firewall concepts.
Create and or assist in the creation of technical documentation that describe how systems should be created/modified to meet business requests. Review and approve the designs of vendors who create these types of documents.
Analyse and measure the effectiveness of existing business processes develop and implement
business process workflow or system improvements. Perform Move Add Change and Deletion of
agent supervisor profiles in both UCCE Calabrio and Salesforce B S Integrations.
Provide tier 1.5 2 3 support of incident management. Problem solving issues that arise in day-to-day running of Call Center processes and providing timely responses and solutions as required. This includes any incident trending over time. Participant in any high critical incidents.
Troubleshoot with telephony users and supervisors experiencing problems or inefficiencies. Escalate
to vendor as necessary and provide oversight to the vendor process to ensure they meet their service
level agreements. Within ServiceNow work on incidents or service requests assigned to you and provide status.
Assist team with department initiatives and projects.
Perform other duties as assigned and support coverage.
Prepare data and reports for management review regarding the status of process improvement initiatives and metrics.
Provide innovation to business areas and contribute to improve their operational processes by advising how to adopt call center technologies
Certifications Required
Cisco Certified Network Professional (CCNP) Collaboration Google Cloud Professional Collaboration Engineer
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.