Main Responsibilities:

• Show overall accountability for the technical success of the TC3 & CC360 initiatives by ensuring the applications (TC3/CC360) run smoothly for all of our customers via: 

• Proactively identifying problems, deploying smart solutions

• Contributing to the requirements and design of new service offerings on the CC360/TC3 services, coordinating and helping to test new application updates and infrastructure upgrades 

• Act as a liaison to multiple internal teams and external vendors and partners to deliver and manage the CC360/TC3 services effectively and efficiently

• Provide direction to more junior team members in troubleshooting and managing complex service issues

• Identify root-cause and suggest and execute resolutions for serious problems with the CC360/TC3 production systems

• Recommend changes to the overall service to improve service quality and functionality 

• Identify creative supportable methods for addressing customer requirements and delivering the solution, 

• Prepare plans to be used by change management team to execute changes

• Update support, operational, and technical procedures and documentation, 

• Assist with the operational support and eventual turn-down of the service.

Requirements:

• Schedule flexibility.

• Take part in an on-call rotation

• Experience with Cisco UCCE (Deploying and Administering).

• Experience with Cisco CUBE.

• Experience with Cisco NEXUS switches.

• Experience with Cisco UCS & CUCM.

• Strong MS SQL database knowledge.

• Some knowledge and understanding of cloud-based call center technologies (Cisco, Avaya, Genesis, etc…).

Knowledge

• Google G-Suite - Intermediate

• Excel skills - Intermediate

• Professional English Proficiency (B2 High) - Multilingual is a plus.

• Campaigns to recruit personnel are a plus

• Job portals and/or job boards familiarity (Indeed, Glassdoor, Monster, CareerBuilder, Tecoloco, etc.)

Skills:

• English (written and oral) -  B2

 •  Oral and written comprehension

• UCCE Exposure and experience is a must.

• CVP and ICM scripting required.

• Cisco UCS (Unified Computing Systems) Exposure.

• Cisco Networking experience (AS5400 Gateways, NEXUS Switches, ASR, ISR, ASA Firewalls).

• Cisco CCNA fundamentals (certification desirable)

• Cisco Call Manager Experience.

• Application scripting knowledge

• Bilingual (French and English)

• VMWare exposure.

• Strong Windows skills (AD, DNS).

• Strong UNIX skills.

• Shell Scripting experience (UNIX and Windows).

• Oracle and MS SQL database knowledge.

• LAN/WAN architecture and data communication, client/server architecture, and databases.

• Knowledge of monitoring tools.

• Strong time management skills; can handle multiple projects and commitments.

• Experience designing and implementing large multi-tenant contact center solutions

Studies & Experience:

• Degree/certification in Computer Science or Computer Engineering or equivalent work experience.

• +1 years of experience In:

• UCCE/Voice/Collab technologies

• VoIP technologies 

• Cloud based technologies