Job Description

Primary Roles & Responsibilities:

• Lead the day-to-day operations along with a team of L1 and L2 engineers to manage our customer’s IP Telephony and Contact Center environment.

• Sound knowledge and the ability to configure and troubleshoot the following applications are required.

• Cisco Unified Communications Manager (CUCM)

• Cisco Unified Contact Center Express (UCCX)

• Cisco WFM (Calabrio AQM)

• Cisco Unity Connection (CUC)

• Cisco Voice Gateways

• Knowledge on Zoom Phone and Oracle SBC will be considered as added advantage.

• Strong understanding of UCCX Scripts with the ability to develop new or modify existing UCCX IVR scripts.

• Troubleshoot and resolve application issues related to IVR scripts and Finesse integration.

• Configure voice gateways, CUBE routers as part of the Collaboration solutions

• Strong understanding of security and privacy controls for voice systems and the ability to design and configure according to the current standards.

• Troubleshoot integrated technology issues and maintain an accurate issues list.

• Learn to understand the customer environment (technical and political) and when to escalate.

• Work with Account Managers to identify new opportunities (cross selling and up selling while on projects)

• Participate in the modification and continual improvement of project documentation and the project implementation processes

• Assist support technicians in troubleshooting client installation

• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.Ensure further expansion of skill set in the products & services that Black Box supports.

• Actively and consistently recommend and support all efforts to improve, simplify, and enhance day-to-day service delivery operations and client experience.

• Foster and contribute toward collaborative working relationships within our operations team and across all levels and departments of the organization to execute service desk functions and company priorities.

• Perform other duties as assigned