Description : - Cisco Contact Center troubleshooting faults and interfacing with external vendors as well as internal Capgemini engagement representatives.

- Gather, Understand and Successfully Translate business requirements into technical specifications.

- Ready to work in rotational US Shifts.

- Flexible work schedule to handle emergency outage or other situations with ability to work on or resolve issues while out of the office.

- Follow existing policy procedures used to configure and maintain various portions of Cisco Telephony and their associated systems.

- Analyze and standardize procedures to improve efficiency and effectiveness of contact center operations.

- Coordinate effort and communication between geographically and time separated groups.

Technical skills : - Must have hands on experience and at least L2 skills in Cisco Unified Contact Center Enterprise (UCCE), CUCM, Cisco Voice Portal (CVP) and voice gateways.

- Good knowledge of Cisco UCCE, CUCM Architecture, deployment models and components.

- Good knowledge and hands on experience in Cisco UCCE Call flow scripts.

- Good knowledge and hands on experience in Cisco CVP Scripting.

- Troubleshooting at least L2 level skills UCCE, CUCM and CVP related issues.

- Good hands-on experience in CVP Micro app and knowledge in VXML application.

- Good hands-on experience in VXML Gateway configuration and troubleshooting.

- Knowledge and experience in Cisco Web Ex Enterprise and AWS Connect cloud telephony.

- Knowledge in Cisco Unified Intelligence Center Reporting (CUIC) (ref:hirist.tech)