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Jobs or company...

Cisco WebEx Contact Center Operations Engineer

Salary undisclosed

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Job Description

Job Description
Company Description

Smart IMS provides consulting services across a broad spectrum of technology and planning needs, including but not limited to: design, engineering, architecture, program/project management, business analysis & requirements definition, quality assurance, database administration, disaster recovery & continuity planning, cybersecurity, cloud solutions and on-call support services.

Job Description

Position Name: Cisco WebEx Contact Center Operations Engineer
Role: Operation Engineer
Location: Plainsboro, NJ Hybrid role (3 days onsite)
FULL TIME ROLE

(Looking for someone who can work only on our W2)

Job Description
We are seeking a skilled Cisco WebEx Contact Center Engineer to join our dynamic team. As an expert in Cisco's WebEx Contact Center solutions, you will play a crucial role in deploying and managing day-today operations for our enterprise clients from our network operation center in USA. This position offers an exciting opportunity to work with cutting-edge technology in a collaborative and innovative

environment

Key Responsibilities:

  • Manage Day 2 Operations (Level 2, Level 3 Operations) around Cisco WebEx Contact Center solutions
  • Lead the shift during business hours for all Contact Center and UC related issues
  • Provide technical guidance and support Operations staff as part of Incident management process
  • Excellent understanding of SIP and ability to troubleshoot issues using packet capture and step by step diagnostic of voice packets / Wireshark traces
  • Configure and maintain end to end contact center features, including routing, reporting, and integration with other systems such as SBC, PBX, CRM etc.
  • Troubleshoot and resolve any technical issues related to the WebEx Contact Center platform.

Required Skills and Qualifications:

  • Bachelor s degree in computer science, Information Technology, or related field along with 5+ Years of experience preferably in Service Provider and System Integration environment.
  • Proven experience as a Cisco WebEx Contact Center operation support engineer or similar role, with a strong understanding of Cisco UCCE platforms.
  • Expertise in designing and implementing complex Cisco WebEx Contact Center solutions, including IVR scripting, call routing, and integration with CRM systems.
  • Hands-on experience with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and other related Cisco UC technologies.
  • Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
  • Excellent communication skills with the ability to articulate technical concepts to non-technical audiences.
  • Cisco certifications (e.g.CCNP Collaboration) are preferred.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Expertise in independently configuring and managing complete AudioCodes applications Protocols experience required: SIP, RTP, RTCP, SDP, SRTP, H32X and MGCP

Experience with network traffic tools (e.g. Wireshark, syslog viewer, Snooper,) required

Additional Information

All your information will be kept confidential according to EEO guidelines.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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