Capture the customer requirements, design solutions for customer’s specific requirements considering Global service network and 3rd party solutions like recording and reporting solution designed, provide response to RFPs, customer presentation, SOW closer with all OEM, HLD/ LLD documents for the customer solution deployment. The candidate should be well versed with UCCE, HCS- CC and UCS hardware platform, CTI integration, CRM (SFDC, MS dynamics, SAP, Siebel etc.) and Recording and WFM, Speech analytics solutions. Should have hands on experiance on UCCE , CVP , CUCM etc.
Design & deployment of solution for HCS-CC, UCCE
Provide RFP responses with review of detailed technical solution provided by Solution Engineers.
Solution inter mobility testing with all other solution like recording, WFM and CRM connectors
WFM solution and integration, CRM Integrations, Unified reporting solution NMS monitoring, MPLS Network inputs and Bandwidth considerations, Estimate the BoM for recording and reporting solution.
Interoperability test of different recording and unified reporting and CRM solution.
Participate in discussions for customer requirement gathering, provide detailed solution overview of Global service on Cisco HCS CC platform, recording and reporting solutions and TCL’s managed services support framework.
Conducting SATP/UAT for customer HCS -CC instance with all components like recording solution, CRM connector etc.
Conduct POC, demo of InstaCC Global service for the customer requirements, design migration plans and support project management for generating project implementation plans.
Support Presales Team, Product, BDM and
Provide trainings to customer’s team.
7-9 years of hands on and solution design experiance.
Hands on experience on HCS-CC, UCCE and UCCX
Hand on experience in CVP, Finesse and CUIC
IVR development in CVP call studio
Experience with multimedia applications like CISCO ECE (eGain) and Social minor
Experience with CUIC or similar contact center reporting platforms
Good knowledge on VXML gateway (Cisco VVB or VXML gateway)
Good Knowledge on Virtualization technology (VMware, Citrix, Microsoft etc.)
Good understanding on relevant telecom Standards of ITU-T, IETF, RFC and Protocols including SIP, H.323, RTP, Skinny.
Good knowledge on SIP Trunking solutions that will integrate with Contact Centre platform over IP (SIP or H.323)
Hands on experience on CRM (SFDC,MS dynamics, Service now etc.) integration with agent desktop
Experience troubleshooting telecommunications equipment and technologies including TDM, T1, ISDN, etc.
Strong working knowledge of recording solution – Nice, Verint, Calabrio etc.
Experience in solution designing for Voice, Screen recording, QM, WFM and Speech Analytics.
Knowledge of Hosted contact center, multi-tenant architecture.
Strong knowledge Recording work flow creation and Quality management form creation evaluation.
Experience the OEM’s Contact center technology like Avaya , Aspect , Genesys
Good knowledge on Oracle / SQL Database to provide design level inputs and recommendations from Contact Centre platform perspective.