System Engineer
2 weeks ago
Experience: 1-5 Years
Role: System Engineer
Key Skills:
· Hands-on experience with leading UCC platforms such as Cisco UCC , Microsoft teams, Avaya Aura or Zoom.
· Hands-on experience with Contact Center platforms such as Cisco, Genesys, Avaya Contact Center, Nice CXone.
· Strong understanding customer engagement workflows, and omnichannel contact centre technologies.
· Knowledge of call routing, call recording, IVR, and Omnichannel contact center solutions.
· Experience with session boarder controllers (SBCs) and voice gateways.
· Understanding of Cloud-based communication platforms and integrations (e.g., MS Teams direct routing and Webex Calling)
Excellent consulting, problem-solving, and project management skills with a focus on delivering high-impact solutions.
Key Responsibilties:
Support Unified Comms Systems
o Provides Level 2/3 technical support for UCC & Contact Center solutions.
o Ensuring high availability and optimal performance of the system.
o Troubleshoot and resolve incidents relation to UCC & CC
o Monitor and maintain system health, performance, and capacity.
o Implementing proactive measures to avoid service disruptions.
o Work closely with vendors and service providers for issue resolution and escalations.
o Ensure compliance with security policies, standards, and best practices.
o Document troubleshooting steps, known issues and resolutions for future reference.
o Lead the end-to-end implementation of UCC and CC solutions, including deployment, configuration, and integration with existing systems.
o Oversee the technical setup and integration of contact center platforms (e.g., Genesys, Avaya, Cisco Contact Center, Cisco Webex CC, Nice InContact) with CRM systems, IVR, and customer engagement channels.
o Ensure solution scalability, resilience, and security throughout the deployment, coordinating with internal and client IT teams.
Projects rollout
o Act as the primary point of contact for stakeholders throughout the project lifecycle, ensuring alignment on objectives, timelines, and deliverables.
o Conduct validation sessions with relevant parties to ensure solutions meet all functional requirements and Business expectations.
o Confirm and validate solution architecture, processes, and outcomes for client reference and future improvements.
o Plan technical deliverables including system enhancements and upgrades to meet project requirements within allocated budget and schedule.
o Plan resource allocation and utilisation across the various project and quarterly releases.
o Plan and collaborate across different application teams and overseas counterparts to manage technical dependencies of the solution in the project delivery cycle.
o Participate in the design, implementation, and deployment of UCC & CC Solutions.
o Configure and integrate communication platforms with Enterprise applications and Cloud-based solutions.
o Conduct system upgrades, migrations and patches while ensuring minimal downtime.
o Assit in project planning and execution for new deployments and enhancements.
o Work closely with cross-functional teams, including network, security and application teams, to ensure seamless integration.
o Develop and maintain technical documentation, configuration guides, and knowledge base articles.
o Provide technical training and guidance to end-users and support team whenever it is needed.
Monitor and manage risks /issues related to technical delivery.
Qualifications:
· Bachelor's degree in information technology, Computer Science, or a related field.
· Certifications in relevant platforms (e.g., CCIE Collaboration, Microsoft Certified: Teams Administrator Associate, Cisco CCNP Collaboration, Genesys Cloud Certification, Nice InContact).
· 5+ years of experience in UCC, CC, or related solution consulting roles.
· Expertise in UCC platforms (e.g., Microsoft Teams, Cisco Webex, HCS, Cisco UCC) and CC platforms (e.g., Genesys, Avaya, Cisco Contact Centre and Nice InContact).
· Familiarity with UCC & CC Echo-systems and integrations within like CRM, Chat Services, CRMs,…etc.
· Experience with analytics and reporting tools for tracking system performance and customer experience metrics.
Experience in hybrid environments integrating on-premise and cloud-based solutions.
Tell employers what skills you haveGenesys
Technical Documentation
Troubleshooting
WebEx
CCNP
High Availability
Rollout
Avaya Aura
Information Technology
Routing
Project Planning
Technical Training
Avaya
Solution Architecture
Network Security
Technical Support
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