Experience: 1-5 Years
Role: System Engineer
Key Skills:
· Hands-on experience with leading UCC platforms such as Cisco UCC , Microsoft teams, Avaya Aura or Zoom.
· Hands-on experience with Contact Center platforms such as Cisco, Genesys, Avaya Contact Center, Nice CXone.
· Strong understanding customer engagement workflows, and omnichannel contact centre technologies.
· Knowledge of call routing, call recording, IVR, and Omnichannel contact center solutions.
· Experience with session boarder controllers (SBCs) and voice gateways.
· Understanding of Cloud-based communication platforms and integrations (e.g., MS Teams direct routing and Webex Calling)
Excellent consulting, problem-solving, and project management skills with a focus on delivering high-impact solutions.
Key Responsibilties:
Support Unified Comms Systems
o Provides Level 2/3 technical support for UCC & Contact Center solutions.
o Ensuring high availability and optimal performance of the system.
o Troubleshoot and resolve incidents relation to UCC & CC
o Monitor and maintain system health, performance, and capacity.
o Implementing proactive measures to avoid service disruptions.
o Work closely with vendors and service providers for issue resolution and escalations.
o Ensure compliance with security policies, standards, and best practices.
o Document troubleshooting steps, known issues and resolutions for future reference.
o Lead the end-to-end implementation of UCC and CC solutions, including deployment, configuration, and integration with existing systems.
o Oversee the technical setup and integration of contact center platforms (e.g., Genesys, Avaya, Cisco Contact Center, Cisco Webex CC, Nice InContact) with CRM systems, IVR, and customer engagement channels.
o Ensure solution scalability, resilience, and security throughout the deployment, coordinating with internal and client IT teams.
Projects rollout
o Act as the primary point of contact for stakeholders throughout the project lifecycle, ensuring alignment on objectives, timelines, and deliverables.
o Conduct validation sessions with relevant parties to ensure solutions meet all functional requirements and Business expectations.
o Confirm and validate solution architecture, processes, and outcomes for client reference and future improvements.
o Plan technical deliverables including system enhancements and upgrades to meet project requirements within allocated budget and schedule.
o Plan resource allocation and utilisation across the various project and quarterly releases.
o Plan and collaborate across different application teams and overseas counterparts to manage technical dependencies of the solution in the project delivery cycle.
o Participate in the design, implementation, and deployment of UCC & CC Solutions.
o Configure and integrate communication platforms with Enterprise applications and Cloud-based solutions.
o Conduct system upgrades, migrations and patches while ensuring minimal downtime.
o Assit in project planning and execution for new deployments and enhancements.
o Work closely with cross-functional teams, including network, security and application teams, to ensure seamless integration.
o Develop and maintain technical documentation, configuration guides, and knowledge base articles.
o Provide technical training and guidance to end-users and support team whenever it is needed.
Monitor and manage risks /issues related to technical delivery.
Qualifications:
· Bachelor’s degree in information technology, Computer Science, or a related field.
· Certifications in relevant platforms (e.g., CCIE Collaboration, Microsoft Certified: Teams Administrator Associate, Cisco CCNP Collaboration, Genesys Cloud Certification, Nice InContact).
· 5+ years of experience in UCC, CC, or related solution consulting roles.
· Expertise in UCC platforms (e.g., Microsoft Teams, Cisco Webex, HCS, Cisco UCC) and CC platforms (e.g., Genesys, Avaya, Cisco Contact Centre and Nice InContact).
· Familiarity with UCC & CC Echo-systems and integrations within like CRM, Chat Services, CRMs,…etc.
· Experience with analytics and reporting tools for tracking system performance and customer experience metrics.
Experience in hybrid environments integrating on-premise and cloud-based solutions.
Experience: 1-5 Years
Role: System Engineer
Key Skills:
· Hands-on experience with leading UCC platforms such as Cisco UCC , Microsoft teams, Avaya Aura or Zoom.
· Hands-on experience with Contact Center platforms such as Cisco, Genesys, Avaya Contact Center, Nice CXone.
· Strong understanding customer engagement workflows, and omnichannel contact centre technologies.
· Knowledge of call routing, call recording, IVR, and Omnichannel contact center solutions.
· Experience with session boarder controllers (SBCs) and voice gateways.
· Understanding of Cloud-based communication platforms and integrations (e.g., MS Teams direct routing and Webex Calling)
Excellent consulting, problem-solving, and project management skills with a focus on delivering high-impact solutions.
Key Responsibilties:
Support Unified Comms Systems
o Provides Level 2/3 technical support for UCC & Contact Center solutions.
o Ensuring high availability and optimal performance of the system.
o Troubleshoot and resolve incidents relation to UCC & CC
o Monitor and maintain system health, performance, and capacity.
o Implementing proactive measures to avoid service disruptions.
o Work closely with vendors and service providers for issue resolution and escalations.
o Ensure compliance with security policies, standards, and best practices.
o Document troubleshooting steps, known issues and resolutions for future reference.
o Lead the end-to-end implementation of UCC and CC solutions, including deployment, configuration, and integration with existing systems.
o Oversee the technical setup and integration of contact center platforms (e.g., Genesys, Avaya, Cisco Contact Center, Cisco Webex CC, Nice InContact) with CRM systems, IVR, and customer engagement channels.
o Ensure solution scalability, resilience, and security throughout the deployment, coordinating with internal and client IT teams.
Projects rollout
o Act as the primary point of contact for stakeholders throughout the project lifecycle, ensuring alignment on objectives, timelines, and deliverables.
o Conduct validation sessions with relevant parties to ensure solutions meet all functional requirements and Business expectations.
o Confirm and validate solution architecture, processes, and outcomes for client reference and future improvements.
o Plan technical deliverables including system enhancements and upgrades to meet project requirements within allocated budget and schedule.
o Plan resource allocation and utilisation across the various project and quarterly releases.
o Plan and collaborate across different application teams and overseas counterparts to manage technical dependencies of the solution in the project delivery cycle.
o Participate in the design, implementation, and deployment of UCC & CC Solutions.
o Configure and integrate communication platforms with Enterprise applications and Cloud-based solutions.
o Conduct system upgrades, migrations and patches while ensuring minimal downtime.
o Assit in project planning and execution for new deployments and enhancements.
o Work closely with cross-functional teams, including network, security and application teams, to ensure seamless integration.
o Develop and maintain technical documentation, configuration guides, and knowledge base articles.
o Provide technical training and guidance to end-users and support team whenever it is needed.
Monitor and manage risks /issues related to technical delivery.
Qualifications:
· Bachelor’s degree in information technology, Computer Science, or a related field.
· Certifications in relevant platforms (e.g., CCIE Collaboration, Microsoft Certified: Teams Administrator Associate, Cisco CCNP Collaboration, Genesys Cloud Certification, Nice InContact).
· 5+ years of experience in UCC, CC, or related solution consulting roles.
· Expertise in UCC platforms (e.g., Microsoft Teams, Cisco Webex, HCS, Cisco UCC) and CC platforms (e.g., Genesys, Avaya, Cisco Contact Centre and Nice InContact).
· Familiarity with UCC & CC Echo-systems and integrations within like CRM, Chat Services, CRMs,…etc.
· Experience with analytics and reporting tools for tracking system performance and customer experience metrics.
Experience in hybrid environments integrating on-premise and cloud-based solutions.