B2B Contact Center Core Operations Applications
LLA
Panama City Provincia de Panamá Panama
hace 1 día

What's the role :

The B2B Contact Center Core Operations Applications role is responsible for providing L2 support and to keep an appropriate capacity planning for growing, maintenance and support of the core Contact Center applications (Cisco Unified Contact Center Enterprise, Cisco CVP, Verint WFM and Quality applications) usage at appropriated level.

In addition, work with local operations, service delivery and support teams to define best practices, procedures, and customer onboarding tools.

What you'll do :

  • Technical owner of platforms such as Cisco Unified Contact Center Enterprise, Cisco CVP, Verint WFM / QM and Adqueon LCM and other such as monitoring tools.
  • To manage inventory and documentation of working hardware, to monitor and analyze capacity and availability growth. Keep records on support contracts and hardware versions and take appropriated actions when needed.
  • Work actively with local operations teams to ensure correct working standards for platforms and guarantee SLAs are accomplished.
  • Plan and execute Software Components critical change management.
  • Provide level 2 support for application issues including vendor engagement.
  • Configures, troubleshoots, and maintains Cisco environment, including key 3rdparty integrations such as Call and Screen Recording, Campaign Managers, ASR / TTS, Speech and Text Analytics
  • Define and execute the maintenance routines for the Cisco Contact Center Enterprise ecosystem, Verint for Work Force Management and Adqueon for List Contact Management.
  • Being the link between Product Engineering with other LLA areas managing software Systems inside the company.
  • Participate in Capex / Opex budgeting.
  • Knowledge and Experience :

    Bachelor level, Information Technology and / or comparable technical engineering degree.

    5+ years of professional experience with strong technical background in Cisco Unified Communications & Cisco Contact Center Enterprise Edition.

    Broad experience on designing, implementing, and supporting voice solutions for enterprises hosted or on premises.

    Strong technical certifications as Cisco CCNP Collaboration, Cisco UCCE Implementation / Support, or industry similar.

    Good experience with Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP) including G.711, SILK, OPUS and G.

    729 codecs, Digital Tone Multi Frequency (DTMF), H323 and TDM T1 / E1 and Analog protocols.

    Network protocols including TCP / IP, STUN, OSPF, BGP, DNS, VRRP, HSRP.

    Experience with Session Border Controllers / Voice Gateways including Oracle, Cisco, Audio Codes, Perimeta.

    Experience with Call Recording and Quality applications like Verint and List Contact Management for outbound campaigns.

    Good knowledge and experience in dial plan designs and implementation

    IP Network knowledge on designing, configuring, and supporting multiple network devices including LAN Switches, Edge Routers, Firewalls.

    Strong verbal and written communications, English, Spanish

    Who We Are

    We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica.

    We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

    Why join us

    Technology excites us enables us and drives us. We re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing beat.

    Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

    Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy / childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and / or local laws.

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