Main Responsibilities:

• 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:

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• 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 center technologies

• Experience implementing large multi-tenant contact center solutions

• Strong organization and documentation skills

• Flexible work schedule

• Powershell and/or Shell scripting experience is an asset.

Knowledge

• English (written and oral) -  B2: - Remove for External Posting

  •  Oral and written comprehension

  •  Appropriate use of the English language

• 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.

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)

Studies & Experience:

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

• Minimum 5 years experience designing, implementing, managing and supporting VoIP solutions (Genesys/Avaya/CISCO/etc) - Mandatory

• Professional Level Certification on UCCE/Voice/Collab technologies. - Mandatory