Deskripsi Pekerjaan
Are you a seasoned technical professional looking to lead enterprise communication solutions on a global scale? Scalable OS is seeking a skilled Cisco Contact Center Engineer to join our dynamic team in a long-term, fully remote capacity. In this pivotal role, you will be at the forefront of implementing and managing complex Cisco Unified Contact Center (UCCX) and Webex Contact Center environments for high-profile international clients. We are looking for a senior engineer who thrives in a fast-paced environment and possesses the expertise to design scalable, resilient contact center architectures that drive exceptional customer experiences.
As a Cisco Contact Center Engineer with Scalable OS, you will be responsible for the end-to-end lifecycle of contact center implementations. This includes designing IVR flows, configuring CTI integrations, and ensuring robust telephony connectivity. You will collaborate with cross-functional teams to troubleshoot complex technical issues, perform system upgrades, and optimize performance metrics. If you are passionate about telephony technology and have a proven track record of delivering mission-critical solutions, we want to hear from you.
Tanggung Jawab
- Design, implement, and maintain Cisco UCCX and Webex Contact Center solutions tailored to enterprise requirements.
- Configure and optimize IVR scripts, CTI, and telephony integration to enhance customer interaction flows.
- Troubleshoot and resolve complex network and application-level issues to ensure 99.9% system uptime.
- Manage system upgrades, patching, and maintenance cycles in coordination with global clients.
- Provide technical documentation, runbooks, and training to internal teams and end-users.
- Analyze performance metrics and implement continuous improvements for contact center efficiency.
Kualifikasi
- Minimum of 5 years of hands-on experience with Cisco UCCX, UCCM, or Webex Contact Center.
- Certification: CCNA Collaboration or CCNP Collaboration preferred.
- Strong proficiency in SIP, H.323, and CTI protocols.
- Proven experience working in a remote, distributed work environment.
- Bachelor’s degree in Computer Science, Information Technology, or Telecommunications.
- Excellent problem-solving skills and the ability to communicate complex technical concepts to non-technical stakeholders.