Uc contact Center Consultant

2 weeks ago

London, United Kingdom Axiom Software Solutions Full time

**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 Omni-channel 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 non-complex 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

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    2 weeks ago

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