Implementation Engineer (Cisco/Omnichannel CX) -CONNECT

Sutherland Global; Ciudad de México; Presencial; MXN 1.066.098 - 1.421.464; Jornada completa

Descripción de la vacante

A leading global technology provider in Mexico is seeking a candidate to design and support CISCO UCCE and CUCM platforms. This role requires a deep knowledge of CISCO tools, including WEBEX Connect and Java. The ideal candidate will have a BS in Computer Science or related field, along with substantial experience in project delivery and vendor management. A commitment to mentoring team members is also essential, making this an exciting opportunity for someone passionate about infrastructure and technology solutions.

Formación

• Expert knowledge of CISCO UCCE and CUCM platforms.
• At least 2 years of experience on Java elements.
• 5 years of demonstrated experience delivering on multiple, simultaneous projects.

Responsabilidades

• Design, implement and support CISCO UCCE and CUCM platforms.
• Work closely with partnering groups to gather business requirements.
• Develop monitoring solutions for proactive infrastructure capabilities.

Conocimientos

Knowledge of CISCO UCCE

WEBEX Connect

Java

Vendor management

Educación

BS in Computer Science or Engineering

6-8 years progressive relevant experience

Descripción del empleo

Company Description:

We areOne Sutherland— a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer.We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal ofOne Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description:

1. Responsible for the design, implementation and support of Sutherland CISCO UCCE and CUCM platforms. Current platforms include Cisco ICM, CUBE, CISCO Call Studio, CVP, Omni-Channel solutions such as Cisco Routing, Inbound Voice, , CiscoEmail, Cisco Chat, Cisco Social Media, CISCOSMS, Speech Analytics, Proactive Contact, CallBack, Outbound campaign Manager etc.
2. Strong Knowledge in CISCO UCCE , WEBEX Connect and Java
3. Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.
4. Partners with the Business and Service Delivery team to assist with new Program solutions.
5. Responsible for Engineering design documentation along with Runbooks for Operations.
6. Partners with development/integrations team for platform support when needed.
7. Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
8. Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
9. Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
10. Manages vendors on escalated issues and projects specific to your area of influence.
11. Interacts directly with client related to issues, problems, or overall design.
12. Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.
13. Willingness and ability to cross train others in the varying technologies related to area of influence.
14. Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.

Qualifications:

Our most successful candidates will have:

• BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.

• Expert knowledge of CISCOUCCEand CUCM Platform
• Expert in creating CISCOeServices(Email, Chat, SMS or Social Media) routing strategies from scratch
• At least 2 years of experience on Java Elements
• 5 years demonstrated experience delivering on multiple, simultaneous projects.
• 5 years’ experience with vendor management and performance to ensure compliance with commitments and budget.

Additional Information:

All your information will be kept confidential according to EEO guidelines.