Uc contact Center Consultant - London, United Kingdom - Axiom Software Solutions

Axiom Software Solutions
Axiom Software Solutions
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Description:


Responsibilities:


  • Perform the implementation and ongoing management of the overall design, solution, and strategy of BlackRock's contact center.
  • Participate and/or lead discussions with business partners, vendors and internal technical teams to design and implement Unified Communications and advanced Contact Center features such as Omnichannel collaboration, CRM Integration, Voice Biometrics, etc.
  • Provide presentation to client, upper management, and peers as it pertains to Contact Center technology roadmap, architecture, engineering, and provisioning.
  • Build solutions and implementation plans utilizing the appropriate internal and external resources and ensuring full involvement of business partners and communication to all stakeholders.
  • Provide detailed runbook procedure and support documentation for routine maintenance on the Contact Center system
  • Develop technical standards, define operational processes, and configuration best practices for UC and Contact Center infrastructure.
  • Monitor the latest market trends and industrial landscape to discover opportunities to improve customer experience and reduce operating cost
  • Build and maintain project/technology related documentation, ensuring that accurate information is always available to other colleagues and management
  • Provide incident management and support to the critical issues escalated by UC Operations team

Required skills:


  • 10+ years of experience in designing, configuring, implementing and supporting Cisco UC and UCCE Contact Center solution
  • Advanced level experience with Cisco Unified Contact Center Enterprise (UCCE). Ability to design, modify and support ICM and CVP Scripting.
  • Experience designing, configuring and supporting Cisco Unified Communications infrastructure (CUCM, CUC and IMP)
  • Knowledge of the Contact Center technology Eco-System and how it is evolving and leveraging cloud capabilities for Intelligent routing, Context Services, AI and Biometric
  • Knowledge of Cisco UCCE integration with Upstream Works for Omnichannel collaboration and CRM integration
  • Detailed understanding of Cisco Webex Contact Center design and implementation
  • Understand Contact Center product and software life cycle and capacity planning
  • Knowledge of Verint Voice Recording and WFM integration with Contact Center
  • Experience with Voice Gateways (SIP and Analog), Dial Plan and Cisco Unified SIP Proxy (CUSP)
  • Strong troubleshooting skills accompanying creative thinking to resolve complex and noncomplex issues.
  • Must possess excellent customer service, follow up and organizational skills
  • Outstanding written and verbal communications skills complemented by proven expertise in relationship building and management.
  • Understanding of ITIL standard methodologies and processes
  • Knowledge of Cisco Voice Gateway, CUBE and Protocols (SIP, H.323 and MGCP)
About Company


We are committed to providing solutions that are simple to use and cost-effective, that meet the specific set of needs defined, and that are adaptable to meet future needs.

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