Beschreibung
Job Description:
Responsible to develop and improve applications and routing for a CISCO call manager infrastructure.
Service design, development, implementation, test and last level support are daily business.
Analyze our customers change request and deliver proposals for mutual benefit.
Drive operations provider and specialist suppliers to streamline contact centre processes and deliver real customer value.
Maintain a PC test pool for Contact Center Software and Hardware.
Skills:
Experience with contact centre technology and processes including ACD, CM, IVR (CVP) modules
Experience with large scale CTI/CSTA/JTAPI/TAPI integrations running on CTIOS
Know how about voice recording and customer authentication (ASC,Nice,Verint,Cisco)
Remote troubleshooting in contact centre environment (PRISMA, Teamviewer etc)
Know how in the area of classical PSTN and IP telephony: DSS1, SIP, QSIG, ISDN
Experience with client and server virtualization (Citrix,VDI, VMWare, ESX, V-Block)
User Administration know how (AD, Group Policies)
Network know how (CN, VoIP, FW, DHCP, DNS, VPN)
Data exchange interfaces (MQ Import, SOAP, proprietary Dremove)
Data base know how in SQL or Oracle
Certified Cisco Voice or Network specialist and ITIL V3 foundation are a plus
Experience with CISCO IP Phones or other major IP phones are beneficial