Job Title: Cisco Developer / Cisco Engineer
Location: Farmington Hills, MI
Duration: 12+ Months

Responsibilities
The Consultant will create a model that will enable agents to securely
support clients’ clients from their home (“@home”). The @home project will
include the implementation of technology, the development policy and
process and identifying skill sets and profiles of ideal resources to carry
out this services.  The Consultant will be required to work with and advise
the client @

Home Initiative Project Team stakeholders on how to develop and implement
an at home model and from time to time liaise with clients’ clients.

Responsibilities:
Experience identifying and making recommendations on the equipment and
tools needed for this model such as:

ATS [HR]Workforce Management [Forecasting and Scheduling]
Call Center Platform
Security/Compliance
Learning and Development
Performance Management [HR]
Community/Gamification
Call routing
Reporting

Proven background in successfully developing an @Home Community team
Capability to develop and contribute to roadmap and process details
Identify roles needed to launch the pilot and recruit to fill those roles
Experience in piloting agent teams
Expertise in developing a go to market strategy along with the marketing
team
Proven abilities in developing and implementing an @Home Initiative
Support client engagements to sell customized Minacs solutions, as well as
create, position, and promote Minacs’ go-to-market offerings
Proficient in working cross-functionally (e.g., with operations, sales,
account management, marketing, and IT) as the key subject matter expert
Defining, architecting, and developing services, solutions and the @ Home
product
May be required to travel to various Minacs locations

Education/Knowledge:

Related post-secondary degree supplemented with direct experience of 8+
years in BPO/IT organization/ High Tech industry in the United States
and/or Canada along with practical experience creating @Home Agent
programs. Ideally this experience should have been in client-facing service
delivery operations and account management roles . Demonstrably strong
understanding of large scale contact centers and the CRM business.


*Please send resume to Email: aku...@encore-c.com <aku...@encore-c.com>*

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