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Sr. Manager - Service Engineering - 14001

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Date: 20-Apr-2021

Location: Mumbai, India

Company: Tata Communications

Job Family Descriptor

We’re looking for someone who is passionate about:

 

    • Working on the planning, design and implementation of hosted contact center solutions and Webex Contact Center(WXCC).
    • Maintaining domain knowledge and expertise in Cisco contact center, recording solutions like Calabrio , Verint recording , Dialer technologies.
    • Architecting and building network solutions as per the customer requirements.

Broad outline of the Role

Purpose - Broad objective of the role

  • Proven expertise in UCCE Outbound dialer functionality.
  • Gather customer contact center requirement and design the Cisco UCCE solution and Webex Contact center , configure and provide L4 assistance to the team.
  • Visit the customer premise, understand their existing setup, business needs and plan to migrate them to our setup. 
  • Perform capacity augmentation by analyzing the existing usage on UCCE and Webex Contact center.
  • Very good understanding of Dialer mode, IVR, Agent campaign.
  • Good Knowledge in Dialer features like CPA, DNC, State law, PEWC, Campaign Chaining etc..
  • Knowledge on compliance requirement for Outbound dialer solutions.
  • Verify the BoM prepared by Vendor to match Customer/product requirements.
  • To design solution for IVR, ACD, Dialer, CTI, Multimedia ,CRM Integrations, Customized Reporting, Recording, QM, Speech Analytics, WFM ,and Bandwidth considerations.
  • Preparation of Solution and Design documents including high level and low level information about complete contact centre solution.
  • Experience on developing custom outbound dialer reports will be good advantage.
  • To Perform Proof of Concept and UAT testing of the product and service offered under Hosted Contact Centre solution in production and TCL Lab environment and explaining the solutions to customer by demo.
  • Provide L3 Support to Operations team for any critical/major issues reported to Engineering team. Support to Solution Architect and PS team for any complex requirements from Customers.
  • To impart training to internal teams within TCL on the Contact Centre solution.
  • Understanding technical requirements of Customer and presenting solution meeting the requirements.

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Excellent Presentation skills, Systematic approach towards executing the tasks and also should be process oriented. Time management to handle multiple projects and Good communication skills are mandatory.

Good team Player, Assertive communicator, should lead by example, understand organization priorities and goals, motivated, dedicated, should take calculated risks.

Certifications

CCNP (Voice) , CCIE (Collaboration/Voice) ,UCCED (Unified Contact centre Enterprise Design Specialist),

Key Responsibilities

 1. Strong working knowledge of Cisco Contact center components including Dialer, Acqueon LCM, CUCM , CUSP, CUBE , VXML, VVB, ECE, CCDM, Exony-VIM, CUIC, ICM, CVP, CTI .

2. Knowledge of Hosted contact center, multi-tenant architecture and contact center recording capabilities.

3. Cisco ICM scripting or similar contact center application scripting experience

4. Cisco CVP Scripting or similar contact center application scripting

5. Experience with CUIC or similar contact center reporting platforms

6. Good knowledge on Oracle / SQL Database to provide design level inputs and recommendations from Contact Centre platform perspective.

7. Experience troubleshooting telecommunications equipment and technologies including TDM, T1, ISDN, SIP etc.

8. Hands on experience working on Cisco Webex Contact Center / Broadsoft Contact Center

9. Knowledge on Cisco WXCC architecture including VPOP  and Webex Calling

10. Knowledge on Webex Control Hub for centralized provisioning

11. Experience in  Workflow Designer

12. Knowledge on future orchestration platform for the Webex Contact Center(WXCC) product and AWS services.

13. Experience working with Customer Journey analyzer and building custom reports

14. Experience working on Chat, Email and Social channels of WXCC

15. Experience in using IVR designer elements for backend integrations

16. Experience working on Speech IVR/Google Dialog Flow

17. Experience working on WFO integrated with WXCC

18. Knowledge on WXCC API and roadmap

Technical Competencies

Knowledge / Skills

Communication Skills


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