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 partners 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.

Approx. % of work

Responsibilities

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 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 centers (>50 agents)
• Experience with cloud contact center technologies with at least 2 contact center 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
• Valid CCNP Voice/Collaboration certification (Candidate to provide proof)
• 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
• Valid CCNP Voice/Collaboration Certification, Genesys PureCloud certification (candidate to provide proof) Amazon Connect, Genesys PureConnect (good to have / non mandatory)
• 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
• Good technical knowledge and experience with two or more of the following infrastructure components: DHCP/DNS, WAN/LAN topologies and services, WLAN, MPLS, IP management tools, network management applications, Internet, IPT, QOS, EIGRP/BGP, unified communications, multimedia/VoIP solutions, SIP, and contact center technology
• 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

General skills (must have):

• Contact Center 5 year(s) of experience
• Unified Communication 5 year(s) of experience
• Genesys Pure Cloud 3 year(s) of experience

Language skills (must have):

• English Native or bilingual proficiency

Language skills (nice to have):

• Mandarin Professional working proficiency