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UC_Contact Center Consultant
Location:
London, Gt Lon
Description:
Responsibilities: • Perform the implementation and ongoing management of the overall design, solution, and strategy of BlackRock’s contact center. • Participate and/or lead discussions with business partners, vendors and internal technical teams to design and implement Unified Communications and advanced Contact Center features such as Omnichannel collaboration, CRM Integration, Voice Biometrics, etc. • Provide presentation to client, upper management, and peers as it pertains to Contact Center technology roadmap, architecture, engineering, and provisioning. • Build solutions and implementation plans utilizing the appropriate internal and external resources and ensuring full involvement of business partners and communication to all stakeholders. • Provide detailed runbook procedure and support documentation for routine maintenance on the Contact Center system • Develop technical standards, define operational processes, and configuration best practices for UC and Contact Center infrastructure. • Monitor the latest market trends and industrial landscape to discover opportunities to improve customer experience and reduce operating cost • Build and maintain project/technology related documentation, ensuring that accurate information is always available to other colleagues and management • Provide incident management and support to the critical issues escalated by UC Operations team • Adhere to the design, programming, and application standards as setup by the company. Including compliance with all firm and departmental policies and procedures. Required skills: • 10+ years of experience in designing, configuring, implementing and supporting Cisco UC and UCCE Contact Center solution • Advanced level experience with Cisco Unified Contact Center Enterprise (UCCE). Ability to design, modify and support ICM and CVP Scripting. • Experience designing, configuring and supporting Cisco Unified Communications infrastructure (CUCM, CUC and IMP) • Knowledge of the Contact Center technology Eco-System and how it is evolving and leveraging cloud capabilities for Intelligent routing, Context Services, AI and Biometric • Knowledge of Cisco UCCE integration with Upstream Works for Omni-channel collaboration and CRM integration • Detailed understanding of Cisco Webex Contact Center design and implementation • Understand Contact Center product and software life cycle and capacity planning • Knowledge of Verint Voice Recording and WFM integration with Contact Center • Experience with Voice Gateways (SIP and Analog), Dial Plan and Cisco Unified SIP Proxy (CUSP) • Strong troubleshooting skills accompanying creative thinking to resolve complex and non-complex issues. • Must possess excellent customer service, follow up and organizational skills • Outstanding written and verbal communications skills complemented by proven expertise in relationship building and management. • Understanding of ITIL standard methodologies and processes • Knowledge of Cisco Voice Gateway, CUBE and Protocols (SIP, H.323 and MGCP)
Posted:
January 16 on iSmartRecruit
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More About this Listing: UC_Contact Center Consultant
UC_Contact Center Consultant is a Consulting Jobs Consultant Job located in London LND. Find other listings like UC_Contact Center Consultant by searching Oodle for Consulting Jobs Consultant Jobs.
UC_Contact Center Consultant is a Consulting Jobs Consultant Job located in London LND. Find other listings like UC_Contact Center Consultant by searching Oodle for Consulting Jobs Consultant Jobs.