What success looks like in this role:
- Automate routine maintenance and monitoring tasks for the Global Contact Center ACD.
- Develop and implement automation scripts and tools to manage and monitor Telecom infrastructure/Instances.
- Create and deploy automation workflows to manage audio/Video conferencing systems, including proactive health checks and troubleshooting.
- Automate the process of updating and maintaining video conferencing endpoints through centralized management systems.
- Develop automated solutions for call recording and archiving processes to ensure compliance and efficiency.
- Implement automation scripts to streamline CTI environment management and troubleshooting.
- Automate the generation and distribution of regular reports to improve efficiency and accuracy.
- Create and integrate automation solutions for emerging telephony technologies to facilitate seamless deployment and management.
- Automate initial troubleshooting steps for user trouble tickets to reduce response times and improve service levels.
- Develop automation scripts for testing and executing Cloud Contact Center Disaster Recovery plans to ensure reliability and efficiency.
- Automate the configuration and provisioning of IP phones, IP softphones, and Video endpoints to streamline support processes.
- Implement automated tracking and notification systems to manage vendor maintenance requests and activities efficiently.
- Automate communication and ticketing processes with carriers to expedite problem resolution.
#LI-CM1
You will be successful in this role if you have:
- Extensive experience in designing and implementing cloud-based contact center solutions.
- Knowledge of cloud platforms, such as AWS, Azure, or Google Cloud IaaS and PaaS.
- Strong understanding of networking, security, and infrastructure/cloud components.
- Experience with cloud migration strategies and tools.
- Demonstrates strong knowledge across a wide range of services and solutions.
- Knowledge in emerging solutions, roadmap, and the business applications of technology.
- At least one Microsoft, CISCO, Genesys or Cloud certification credential
- Certifications like AWS Certified Solutions Architect, Azure Solutions Architect, or Google Cloud Certified Architect are desirable.
Core Competencies
- Voice & Cloud Contact Center Technologies Support Service.
- Cloud Contact Center as a Service – Nice InContact, 8x8, RingCentral, Amazon Connect, Genesys Cloud, Five9.
- On Premise/Cloud Contact Center Technologies – Avaya, Cisco, Genesys
- SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.
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This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
