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Contact Center

3 weeks ago

Bukit Batok, Singapore SSquad Global Full time

**Summary**

The role of Contact Center & Unified Communications Engineer is ownership, management and delivery of Contact Center and Unified Communications infrastructure requests throughout their lifecycle. The scope covers all aspects of Voice and Data networking including traditional Data requests, MPLS, IPT, Contact Centers and Wi-Fi and may include involvement in critical global requests in addition to regionally specific. The role is responsible for understanding and addressing business requirements, building solutions which comply with corporate standards and working with in-house resources, capacity teams, outsourced teams and vendors to ensure cost-effective and on-time delivery of solutions that meet business partner’s requirements. The role will also be responsible for effective communication with business partners and stakeholders. When required, the role may become involved with operational support related to the delivered solution

**Major Duties**

**35%-** Conduct contact center and voice solution requirements gathering and develop options and alternatives. Provide pre-project consulting to the business and recommend appropriate solutions to solve business problems. Work with IT and business to define requirements for current project needs. Develop solutions compliant with the corporate architectural standards and work with Global Engineering team to design non-standard solutions when required.

**30%- **Build solutions and implementation plans utilizing the appropriate internal and external resources (Ordering & Quoting team; Change Management team; Implementation Planner Capacity team; vendor resources) and ensuring full involvement of business partners and communication to all stakeholders.

**25%- **Ensure flawless execution of implementation plan in conjunction with vendors and resource teams. Co-ordinate service introduction, hypercare, documentation, operational handover and if necessary, provide support for operational issues.

**10%-** Provide regional and global support for request management process; representing region to develop global standards, processes and best practices for Contact Centers and Voice infrastructure; acting as an escalation point for specific projects

**Required Skills**:

- Experience as a Technical Lead for Cisco IP Telephony projects
- Experience in deploying contact centers
- Experience with cloud contact center technologies
- Experience working with telcos to provision SIP Trunks for PSTN access in Asia Pacific countries
- Led at least one large scale Cisco IPT deployment
- Able to demonstrate expertise with **CUCM version 11.5 **and above
- At least 3 years working on **Cisco CUCM**, with 2 years of project implementation experience.
- Experience with **Genesys PureCloud**
- **Qualifications**_

**Preferred Minimum Education**: Masters / Bachelor’s Degree

**Preferred Area of Study**: Computer Science, Telecommunications, Electronics/Electrical Engineering, Information Technology, Computer Engineering Preferred Related Industry

**Experience**: Experience in Health Care/Pharmaceutical sectors would be advantageous Preferred Knowledge,

**Job Type**: Contract
Contract length: 12 months

Pay: From $7,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: In person