Beschreibung
VoIP and Call Center Specialist (Remote Working)
An exciting opportunity for an industry leading organisation based in Zurich, Switzerland. REMOTE WORKING OPTIONAL
VoIP and Call Center Specialist Technical/functional skills:
- Deep knowledge of the Cisco Unified Communications (Call Manager, Unity, Presence) architecture, implementation, functionalities and user tools and devices (VoIP Phones, IP Communicator, Jabber, phone book)
- Deep knowledge on interfacing Cisco Unified Communications with Telco providers (configuring ISR, CUBEs, SIP trunks, service high availability, call routing)
- Knowledge on various models of Cisco IP Phones, Voice Gateways, ATAs and how to manage various particularities for registering and placing calls
- Deep knowledge of Cisco Call Center architecture, implementation, functionalities and user (call center agent and supervisor) tools and widgets
- Deep knowledge on techniques to migrate users and phones between CUCM clusters, Call Center advance Scripting/scripts transformation from UCCE to UCCX
- Deep knowledge on troubleshooting Cisco Unified Communications, Call Center, user tools and widgets, voice protocols and specific network protocols
- Knowledge on Bucher + Suter server and services, Desktop Agent and Supervisor Management Console implementation and functionalities
- Knowledge on ExpertFlow implementation and functionalities for Call Center supervisors would be a plus
- Advanced knowledge on Arc and Andteck services, implementation and functionalities
- Knowledge on the network related protocols and services used by VoIP and Call Center (LAN subnetting, Switches, DHCP, DNS, FW, unicast, multicast, Routing, QoS, WAN specific requirements and methods)
- Knowledge of ITIL best practices and working experience with ITIL processes in a service driven, customer oriented environment
Behavioural competencies:
- Ability to work in a project driven modem, with clear deadlines, listen, be responsive
- Ability to manage stress
- Customer orientation showing a professional attitude
- Ability to deal with issues in an open manner with a proactive and open minded attitude
- Ability to communicate with the project manager and with the team members to understand needs and challenges and react accordingly
VoIP and Call Center Specialist MAIN ACTIVITIES/RESPONSIBILITIES:
- Get aligned with the project technical requirements, analyze and deliver technical solutions
- Contribute on the low level design solution and activities
- Build and implement the required configurations for voice and call center
- Support the Field engineers while they are working on activities in the physical sites
- Participate in the project to deliver and deploy the technical solutions required
- Participate actively to all the project meetings where he/she is required
- Ensure that his/her build activities adhere to agreed standards in the project
- Contribute to investigation, diagnosis and solving incidents that may appear while transitioning voice and call center services, users and devices onto the zone platform
- Relate closely with the Project Manager and the other project team members to get the tasks done as expected by the project timelines
- Escalate challenges and risks to the Project Manager to ensure awareness and finding solutions
- Maintain all technical documents up to date (low level design document, documents used to export/import data, configuration documents, site specific documentations)
- Maintain appropriate documents that are to be used for handover to Operations team