Senior UC Operations Engineer

Chubb Ltd.; México; Presencial; MXN 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Chubb Ltd. is seeking an experienced UC/CCaaS specialist to implement and support on-prem solutions while driving the transition to UCaaS and CCaaS cloud platforms.

You will partner with infrastructure teams to design, test, and deploy new collaboration services and retirement of legacy systems. The role requires hands-on experience with Cisco, Nice inContact, Genesys, Microsoft, and related UC/CCaaS products, plus strong troubleshooting, security, and project-management skills for a distributed

Formación

• 5+ years relevant experience working in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services)
• Demonstrate a professional level understanding of UC and/or Contact Center design patterns for solutions with Cisco, Nice inContact, Genesys and Microsoft
• Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions
• Proven technical troubleshooting skills in a complex environment with 3rd party integrated solutions
• Experience with global telecommunications providers SIP trunking and TDM solutions and their regional routing and regulation requirements
• Knowledge and experience with network infrastructure (QoS, routing, DHCP, DNS and ability to packet capture/troubleshoot)
• Understanding of security infrastructure with respect to implementing collaboration services (firewall, VPN, certificates, encryption, etc…)
• Experience with project management methodologies (Agile, SDLC, DevOps etc…)
• Excellent communication and documentation skills with ability to interface with business users and executives as well as other architecture/engineering teams to create diagrams, call-flows and implementation presentations for technical and non-technical audiences
• Must be self-starter with ability for deep independent work as well as collaboration with others in a distributed global team

Responsabilidades

• Implement and support on-prem solutions and migrating to UCaaS/CCaaS cloud solutions
• Collaborate with infrastructure architecture and project teams to build, test, and deploy new solutions
• Create migration strategies to retire legacy technology
• Engage with global telecom providers for SIP trunking and regional routing requirements
• Produce diagrams, call flows, and implementation presentations for technical and non-technical audiences

Conocimientos

UC Design Patterns

Contact Center Tech

SBC

Dial Plan

ACD

IVR

WFM

Call Recording

Cisco

Nice inContact

Genesys

Microsoft

CUCM

UCCE

WebEx Calling

DevOps

Herramientas

CUCM

UCCE

WebEx Calling

Genesys

Nice inContact

Descripción del empleo

Successful candidates will be responsible for the implementation and support of on-prem solutions as well as playing a primary role in our move to UCaaS and CCaaS cloud solutions. The candidate will work with our infrastructure architecture and project teams to build, test, and deploy new solutions along with creating migration strategies to retire legacy technology.

Qualifications

5+ years relevant experience working in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services)

Demonstrate a professional level understanding of UC and/or Contact Center design patterns for solutions with Cisco, Nice inContact, Genesys and Microsoft

Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions

Proven technical troubleshooting skills in a complex environment with 3rd party integrated solutions

Experience with global telecommunications providers SIP trunking and TDM solutions and their regional routing and regulation requirements

Knowledge and experience with network infrastructure (QoS, routing, DHCP, DNS and ability to packet capture/troubleshoot)

Understanding of security infrastructure with respect to implementing collaboration services (firewall, VPN, certificates, encryption, etc…)

Experience with project management methodologies (Agile, SDLC, DevOps etc…)

Excellent communication and documentation skills with ability to interface with business users and executives as well as other architecture/engineering teams to create diagrams, call-flows and implementation presentations for technical and non-technical audiences

Must be self-starter with ability for deep independent work as well as collaboration with others in a distributed global team