Implementation Engineer, Cisco, Omnichannel CX

📋 Description

• Accountable for the design, execution, and support of Sutherland's CISCO UCCE and CUCM platforms.

• Current platforms encompass Cisco ICM, CUBE, CISCO Call Studio, CVP, and Omni-Channel solutions including Cisco Routing, Inbound Voice, Cisco Email, Cisco Chat, Cisco Social Media, CISCO SMS, Speech Analytics, Proactive Contact, CallBack, and Outbound Campaign Manager, among others.

• Possess strong expertise in CISCO UCCE, WEBEX Connect, and Java.

• Collaborate closely with partnering teams within Sutherland to collect business requirements and ensure our technical solutions meet those needs.

• Work in partnership with the Business and Service Delivery teams to support new program solutions.

• Responsible for creating engineering design documentation and Runbooks for Operations.

• Collaborate with the development/integrations team for platform support as required.

• Create monitoring solutions to enable proactive monitoring capabilities for the Infrastructure team and utilize these metrics to advance the infrastructure.

• Conduct testing and formulate disaster recovery plans to identify faults, minimize malfunctions, and back up systems.

• Provide top-tier technical consultancy to ensure issues are resolved in the shortest possible time.

• Manage vendors on escalated matters and projects pertinent to your area of expertise.

• Engage directly with clients regarding issues, concerns, or overall design.

• Mentor Engineers and IT Solutions Technicians on infrastructure relevant to your area of influence for smooth transition to the Operations team for platform support.

• Demonstrate willingness and capability to train others in various technologies related to your area of influence.

• Design and spearhead the implementation of Infrastructure architecture based on enterprise business needs and IT strategies.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or 6 - 8 years of progressive relevant experience is required.

• Extensive knowledge of CISCO UCCE and CUCM platforms.

• Proficient in creating CISCO eServices (Email, Chat, SMS, or Social Media) routing strategies from the ground up.

• Minimum of 2 years of experience in Java.

• 5 years of proven experience managing multiple simultaneous projects.

• 5 years of experience in vendor management and performance to ensure adherence to commitments and budget.

• Demonstrated experience in vendor management.

• Familiarity with Avaya and Cisco CUCM is a plus.

🏝️ Benefits

• Employees have the option to work remotely.