Contact Centre and Unified Communication Engineer

**Role Overview - ** The role of Contact Centre & Unified Communications Engineer is ownership, management and delivery of Contact Centre 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 Centres 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. **Responsibilities -** - Conduct contact centre 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. - 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. - Ensure flawless execution of implementation plan in conjunction with vendors and resource teams. Co-ordinate service introduction, hyper care, documentation, operational handover and if necessary, provide support for operational issues. - Provide regional and global support for request management process; representing region to develop global standards, processes and best practices for Contact Centres and Voice infrastructure; acting as an escalation point for specific projects **Required Knowledge, Skills and Abilities**: **MANDATORY (CANDIDATE TO CONFIRM ALL OF THE FOLLOWING)**: - Experience as a Technical Lead for Cisco IP Telephony projects - Experience in deploying at least 3 contact centres (>50 agents) - Experience with cloud contact centre technologies with at least 2 contact centre deployments - Experience working with telcos to provision SIP Trunks for PSTN access in Asia Pacific countries - Led at least one large scale Cisco IPT deployment (>1000 users) or two medium Cisco IPT projects (>300 users) - 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 - Possess strong communication (bi-lingual in English and Mandarin) and interpersonal skills to interact effectively with other services, end-users and management - Strong customer service focus - Willingness to work some unsociable hours - weekends and evenings - to support implementations - Experience in network and infrastructure planning and development - Experience managing technically complex telecommunication deployments and projects - Excellent interpersonal skills and ability to communicate effectively - PMP, Agile, Scrum Master, Lean certification (good to have / non mandatory) **ADDITIONAL SKILLS -** - Experience with Amazon Connect, or Genesys Pure Connect - Experience with Sonus Session Border Controllers - Able to demonstrate expertise with CUCM Session Manager Edition, especially for global dial plan management - Experience with troubleshooting ISDN and SIP Trunking (PSTN) issues with telcos in at least 3 countries - Knowledge and/or Certification on Cisco data networking products, contact center and unified communication solutions - Proven experience in managing outcomes in an IT infrastructure environment - Experience translating business requirements into technical network solutions