Job Specifications
Hybrid role in New York City
MUST HAVE A BACHELORS Degree
Must be eligible to work in the US without sponsorship due to client requirements
NO THIRD PARTY CANDIDATES - Must work direct on TEKsystems W2.
Description
Our healthcare client is looking for a Cisco Contact Center Support Analyst. The position will report to the Associate Director of Unified Communication Engineering, the Cisco Contact Center Engineer will support engineering initiatives for the contact center express (UCCX) services. This analyst will work on a team of about 10 between the UC engineering and contact center team.
Top Skills' Details
4-6 years of proven experience analyzing and supporting unified communications and contact center operations in large, complex, fast-paced environments coupled with strong analytical and problem-solving abilities to effectively diagnose and resolve technical issues. Strong understanding of contact center technologies and collaboration tools, combined with a solid knowledge of network protocols (SIP, TCP/IP) and their impact on Contact Center operations.
4-6 years working with end users and all groups. Able to interact with customers, clearly explain technical concepts, and provide timely support, one must pay close attention to detail and have excellent communication skills.
4-6 years Basic scripting knowledge (e.g., Python, XML/VXML) to customize Contact Center workflows and configurations.
Role
They will provide comprehensive operations support and analysis for our enterprise contact center and collaboration infrastructure. The role involves resolving technical issues related to Unified Communications and Contact Center functionality, including call routing, agent logins, IVR menus, recordings, and system performance in a complex environment. This person should be able to:
Manage and resolve UC and Contact Center incidents, service requests, tasks, and change management tickets to ensure user satisfaction and optimal system performance.
Respond to and resolve technical issues escalated to problem tickets regarding UC and Contact Center functionality.
Diagnose user and technical problems by analyzing system logs, network traces, and configuration settings to identify root causes and implement solutions.
Perform routine maintenance tasks like updating system configurations, managing user access, adjusting call routing rules, and modifying agent schedules based on business requirements.
Monitor system health actively through dashboards and alerts, identifying potential issues and taking corrective actions to prevent service disruptions.
Generate reports on key performance indicators (KPIs) such as the volume of UC and Call Center tickets, the frequency of recurring issues, the nature of customer requests, and system availability to identify trends and opportunities for improvement.
Collaborate with customers to understand their needs, provide technical guidance on best practices for utilizing Contact Center features, and address customer concerns.
Assist with integrating Contact Center with other systems, such as CRM, workforce management, and authentication platforms, ensuring seamless data flow and functionality.
The candidate will manage and support our Cisco Packaged Contact Center Enterprise (PCCE) and Contact Center Express (UCCX) environments.
This includes everything from day-to-day operations and technical support to project analysis and implementation.
Manage day-to-day operations of PCCE/UCCX, including user and script modifications.
Offer technical support for PCCE/UCCX, addressing issues, requests, and questions.
Handle deployment, integration, and testing during contact center migrations.
Troubleshoot PCCE/UCCX issues effectively.
Debug and troubleshoot quality monitoring systems, potentially involving Calabrio Cloud QM & WallboardFX.
Assist in project analysis, implementation, and ongoing support for PCCE and UCCX.
Contribute to internal technical projects as needed. Facilitate knowledge transfer within the team and to other departments. Perform other job-related duties as assigned
Must be a self-motivated individual who can work in a fast-paced, dynamic environment and a strong desire to learn and succeed.
Experience managing and maintaining complex systems, including user access control and security measures with Cisco Call Manager, Cisco Contact Center Enterprise, Webex, Verint, Calabrio, or similar platforms.
Between UC and Contact Center, the team is about 10.
We are streamlining Operations, Implementation and Engineering. We have more Engineers on the team, and need a few operations team members to support the business.
Need a Operational Support resource with ample knowledge to manage customers (Communication/Troubleshooting/Ticket Mgmt.), and escalating to Engineering SMEs as needed. (details in the job description)
Supporting all internal users who use our contact center and UC platforms.
Tier 1,2, before passing to Engineering
Job Type & Location
This is a Contract p