Typical Day in Role:
• Design and validate the network solution between CCaaS cloud platform and Contact Center and Remote Agents. Ensure the traffic optimization and service quality.
• Design and validate the call routing solution for Telco SIP trunk, on premises PBX systems and CCaaS cloud platform (Genesys project).
• Build the lab environment for the Proof of concept.
• Participated in the migration plan, methodology, process development for CCaaS transformation.
• Troubleshoot the issue on the production environment and provide the root cause analysis and resolution.
• Provide the discover and update the inventory on the production system and prepare the documentations.
• Create the security design document (SDD), High level design document(HDD), present the solution to Architecture Review board and obtain the approval.
• Collaborate across various functional teams on assigned tasks and meet the tight timeline.
Candidate Requirements/Must-Have skills:
(Overall 10+ years of experience is a must)
1. 5+ years of hands-on experience from design to deployment on SIP protocol, HMR, Call routing, Dial plan, Telco SIP trunk (including BYOC solution), Oracle SBC, ECB products.
2. 3+ years of extended experience on the Cloud connectivity models for CCaaS solutions and MPLS, SDWAN, WebRTC , QoS and knowledge of Cloud environment (Azure, AWS, etc.)
3. 3+ years of experience on On-Prem Avaya Contact Center to CCaaS migration project in large enterprise contact center environment (1000+ agents, 100+ callflows) in different region.
5. Understanding integration with different on prem systems (i.e. Verint Recording, WFM, Biometrcs, Cisco CUCM, UCCX).
Nice-To-Have Skills:
• Ability to use script to automate the manual process in service provisioning, root cause analysis, monitoring alerts, reporting.
• Experience in business case development process and design cost benefit analysis.
Soft Skills:
• Excellent written, presentation, and verbal communication skills to be able to work well with technical peers and business stakeholders at different levels within the organization.
• Strong decision making, forward thinking and creative problem-solving skills to anticipate and respond quickly to technological/market influences.
• Ability to work as part of a team, as well as work independently with minimal direction.