UC Collaboration Architect
ZIRO
Total years of experience :19 years, 8 Months
- Working with the clients to turn their Contact Center and Unified Communications needs into an industry best practice cutting edge deployment.
- Working closely with pre-sales team to find solutions to resolve complex clients requirements and turn it into a real world solution.
- Performing Greenfield deployments and Upgrades for Cisco on-prem UC and Contact Center solutions.
- Delivering complex Contact Center solutions running on Cisco UCCX.
- Building custom UCCX scripts to fulfill the clients dynamic Contact Center needs.
- Building Cisco UCCE ICM and CVP scripts.
- Delivering UCaaS and CCaaS deployments Implementing Cisco WebEx Contact Center, formerly Customer Journey Platform CJP.
- Provisioning UCaaS tenants on 8x8 platform and enabling the required tenant and users features.
- Provisioning CCaaS Contact Centers on 8x8 platform including Agents and Supervisors provisioning, building Contact Center Scripts and Dashboards.
- Design UCCX solution and its integration with Cisco Unified Communications Manager (CUCM) and other compatible third-party databases.
- Design and Build IVR Call flows and complex UCCX IVR scripts.
- Install and Configure UCCX servers.
- Integrate UCCX with SocialMiner to enable Chat and Email capabilities.
- Install and Configure CUCM, IMP and Unity servers.
- Conduct End User and Administrator training on UCCX CAD and Finesse clients
- Managed call center using Cisco CM/Cisco IPCC, Cisco CM/Altitude Software.
- Oversaw help desk team and software development team.
- Manage IT purchasing and budgeting, Cisco administration and scripting of IPCC, UCCX, and CCM, resolve problems and questions, ensure quality assistance and satisfaction through client engagement and negotiations.
- Implemented and operated Cisco UCCX IVR Scripts and Cisco UCCE ICM scripts using skill-based routing
- Handled SharePoint 2010 Administration and Configuration.
Outsourcing technical support to manager all the company projects.
- Designed and implemented customer side networks.
- Installed and configured user PC MS windows end-user operating systems and Microsoft Windows Server operating systems.
- MS windows server Active Directory implementation and administration.
- Installation and configuration of MS ISA server 2000, 2004, and 2006 and MS Exchange server.
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