*Job Title : Cisco Systems Engineer* *Location : Miami, FL*
*Duration : 6+ Months* Client location is Miami, FL, but the resource can work remotely for this position. *Need Green Card and US Citizens. * *Cisco Call Center Systems Engineer: * *PRIMARY OBJECTIVES:* The Call Center Systems Engineer’s role is to ensure the stability, integrity, and efficient operation of the enterprise call center infrastructure that support core functions within the corporate call center environment. This is achieved by monitoring; maintaining, supporting, and optimizing all networked software and associated operating systems. Develops, codes, tests and debugs new software or enhancements to existing software. Has good understanding of business applications. Works with technical staff to understand problems with software and resolve them. Develops conversion and system implementation plans. The Systems Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. This position is expected to provide Tier IV support and resolution of issues with prevention plans related to Contact Center, ACD, Workforce Management, Quality Monitoring, Reporting Systems, Cisco SIP Outbound Solutions, and other Services. *MAJOR AREAS OF ACCOUNTABILITY: * Ø Manages several small to large-scale projects of various complexities across the enterprise. This includes gathering business and technical requirement, creating a design, and developing an approach for implementation – 50% Ø Researches emerging technologies and participates in the development of proposals to address business problems – 15% Ø Provides Tier IV technical support and in-depth problem analysis, working issue resolution on-site and through third-party vendors – 20% Ø Serve as an advocate for Enterprise customers. Provide assistance for questions regarding technology features and functionality, maintain ownership of customer issues until resolved, and meeting defined Service Level Agreements – 15% *REQUIREMENTS: * *Education:* Bachelor’s degree in Computer Science, Information Technology, Cisco certifications, or equivalent experience in a prior role. *Knowledge and Skills: * *Subject matter expertise in 2 or more of the following areas:* · Text to Speech / Speech to Text (Nuance) · Cisco SIP Outbound Dialer option · Enterprise Cisco ICM/CVP call flow and scripting · Enterprise Cisco UCCE administration · Enterprise Contact Center Real Time and Historical Reporting (Exony, Avaya CMS) · Contact center multimedia applications (email, chat) · Contact Center Workforce Management application (Aspect eWFM) at an Enterprise level · Contact Center Quality Monitoring application (Nice, Voice Print, eTalk) at an Enterprise level including agent voice recording, video recording, score cards, and dashboards · Avaya/Aspect/Nortel Business Communication systems software including advanced administration, networking, trunking, call vectoring, and Automatic Call Distribution · Enterprise Toll-Free transport, call routing, and management services (ATT Route-It) *Subject matter expertise in 2 or more of the following areas:* · Service desk tools (HP Openview or similar) · New solutions research on the future of customer interactions and build strategies to move technologies to the future state · Analyzing and documenting call center current state/future state · Designing and managing integration points between call center applications · Designing and maintaining disaster recovery plans and provide input to Business Continuity Plans · Solid understanding of telephony networking theoretical concepts and broad knowledge of current Contact Center Technology trends and best practices. · Good judgment in terms of when to escalate issues or potential issues · Excellent verbal and written communication skills. · Strong interpersonal skills · Good working relationship with vendors in implementing new solutions · Able to communicate technical findings/concerns in relation to business impact. · Able to communicate effectively up to the department head level · Ability to answer user questions regarding an application or system · Ability to drill down on issues and arrive at a root cause – sleuthing · Quick learner with the ability to grasp information and retain for future use · Excellent customer service skills · Ability to perform an impact analysis · Ability to work effectively in a cross-site, team environment · Ability to utilize initiative to solve problems, suggest improvements, and to escalate in order to minimize downtime · Ability to follow-up and follow-thru on issues and requests · Ability to be on call and respond to situations at all hours, day or night · Ability to work weekends and holidays · Ability to complete tasks as directed by management when given only general instructions or guidelines · Ability to work with minimal direct supervision *Previous Experience:* 5 years of experience in a complex, Enterprise Contact Center multi-site environment containing large-scale, mutli-platform applications including but not limited to Avaya, Aspect, Nortel, Cisco, and Cisco SIP Dialers. *Thanks & Regards* *James* |Talent Acquisition - Manager | V.L.S Systems Inc. Address: 4080 Lafayette Center Drive, Suite 300 | Chantilly | VA 20151 Work : 703-953-3118 Ext. 1345 Fax (703) 953-3881 | www.vls-systems.com | [email protected] <[email protected]> *Microsoft Gold Certified Partner | SAP Member-Extended Business Program | Cognos Certified Partner | IBM Certified Partner | Oracle Gold Certified Partner * 2008 to 2014 Honoree: Inc *5000* fastest growing companies *A SEI CMMi Level 3 Company* -- You received this message because you are subscribed to the Google Groups "Citrix and Sap problems" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/citrix-and-sap-problems. For more options, visit https://groups.google.com/d/optout.
