Implementation Engineer – Cisco, Omnichannel CX

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Accountable for the design, implementation, 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, Outbound Campaign Manager, etc.

• Tasked with collaborating closely with partner groups within Sutherland to gather business requirements and ensure that our technical solutions meet those needs.

• Collaborates with the Business and Service Delivery teams to support new program solutions.

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

• Works with the development and integrations team for platform support as required.

• Develops monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and uses these metrics to enhance the infrastructure continuously.

• Conducts testing and formulates disaster recovery plans to identify faults, reduce malfunctions, and back up systems.

• Provides the highest level of technical consultancy to ensure that problem resolution is achieved in the shortest possible time.

• Manages vendors on escalated issues and projects that fall within your area of influence.

• Engages directly with clients regarding issues, problems, or overall design.

• Mentors Engineers and IT Solutions Technicians on infrastructure matters related to your area of influence to ensure a smooth transition to the Operations team for platform support.

• Demonstrates a willingness and ability to cross-train others in various technologies related to your area of influence.

• Designs and leads the implementation of Infrastructure architecture based on enterprise business requirements and IT strategies.

⛳️ Requirements

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

• Expert 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 with Java.

• 5 years of demonstrated experience delivering multiple simultaneous projects.

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

🏝️ Benefits

• Employees have the opportunity to work remotely.