Beschreibung
Required Experience & Skills:
Experience with Erlang B/C Calculations
Excellent know how about Contact Center Service Levels and constraints
Good experience in CISCO Call Center Enterprise Technology, Know how on Alcatel/Avaya is plus
Excellent know how in the area of PSTN and IP Telephony
Basic project management experience
ITIL certification and good working knowledge in regards to ITIL V3.0
Responsible to develop and improve applications and routing for a CISCO call manager infrastructure.
Service design, development, implementation, test and last level support are your daily business.
Analyze customers change request and deliver proposals for mutual benefit.
To 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.
Support the product manager to find workable solutions for business challenges whilst providing reliable estimations and deliveries to project manager.