Basic Information

Ref Number

Req_00078461

Last day to apply

31-Aug-2022

Primary Location

Ortigas Center

Country

Philippines

Job Type

Digital Solutions

Work Style

Hybrid

Description and Requirements

Skills:
  • Work well under pressure.
  • Can thrive in a dynamic environment with changing priorities
  • Ability to work equally well collaboratively and/or independently and able to prioritize daily tasks with minimal guidance
  • Mentorship skills for junior team members.
  • Excellent problem-solving and analytical skills.
  • Excellent verbal and written communication skills (English).
  • Ability to deal with high-pressure situations including customer escalations.
  • Track record as an independent worker.
  • Strong organizational and documentation (technical writing) skills.
  • Strong time management skills; can handle multiple projects and commitments.
  • Best practices knowledge (esp. ITIL certification).
  • Bi-Lingual English & French language skills would be considered an advantage.
  • Familiarity with ITIL (certification is an asset)
  • Solid knowledge in Computer Telephony Integration and IP telephony.
  • Solid understanding of common desktop data applications, LAN/WAN architecture, and data
  • communication, client/server architecture, network equipment, and databases.
  • Solid knowledge in different OS (Windows 2008/2012/2016/2019/Linux/Unix)
  • Solid knowledge in GCP
  • Solid experience working with Databases, especially MS SQL.
  • Solid VMWare experience.
  • CVP and ICM scripting desirable but not required
  • Expertise with LAN/WAN technologies; POE, DOT1Q trunks, VLANs, QOS, H.323 and SIP, dynamic routing, etc
  • Previous experience or exposure with HCS-CC and UCCE is a big plus.

Additional Job Description

Responsibilities:
Show overall accountability for the technical success of the CC360 & TC3 initiatives by ensuring the
applications (CC360 / TC3) run smoothly for all of our customers via:
  • Proactively identifying problems, deploying smart solutions
  • Identify root-cause and suggest and execute resolutions for serious problems with the CC360/TC3 production systems
  • Provide direction to junior team members in troubleshooting and managing complex service issues
  • Responsible for creating standard operating procedure and process documents associated with the CC360/TC3 services
  • Identifies creative supportable methods for addressing customer requirements and delivering new features,
  • Identifies root cause, suggests and prepares resolutions for serious problems with the CC360 and TC3 services
  • Provides 3rd level support for CC360 and TC3 customers
  • Enhancements and acting upon change management requests
  • Updates support, triage and troubleshooting documentation recommends changes to production environments to improve service and functionality
  • Contribute to the requirements and design of new service offerings on the CC360 and TC3 services.
  • Take part in an on-call rotation

Requirements:
  • Schedule flexibility
  • Experience with Cisco UCCE (Deploying and Administering).
  • Experience with Cisco CUBE
  • Take part in an on-call rotation
  • Experience with Cisco NEXUS switches
  • Experience with Cisco UCS & CUCM
  • Experience with Linux
  • Strong MS SQL database knowledge
  • Strong knowledge and understanding of cloud-based call centre technologies
  • Experience implementing large multi-tenant contact centre solutions
  • Strong organization and documentation skills
  • Flexible work schedule
  • Powershell and/or Shell scripting experience is an asset.