Job Details:- |
| Job Title : | Cisco Call Center Systems Engineer |
| Location : | Miami, FL |
| Expected Duration of Project : | 5 Months |
| Start Date : | 10/06/2014 |
| Interview Type : | Telephonic |
| Duties & Responsibilites : | Green Card/Citizen Only
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.
REQUIRED SKILLS:
-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. |
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