Beacon Hill
Unified Communications Specialist
Beacon Hill, Des Plaines, Illinois, United States,
RequirementsExperience with Cloud Based Cisco Webex Calling Multitenant and Webex Contact CenterExperience migrating from legacy system to Webex CloudStrong Communication skills as this individual will be the Subject Matter expert
Position OverviewThe role for Cisco Advanced Unified Communications (UC) Cisco Specialist is responsible for the assisting the Unified Communications team deploy Cisco Voice and Contact Center solutions.Service platforms is Webex Calling Multi-tenant and Webex Contact Center.This role must have very strong Cisco Cloud (not on-prem) administration skills for both UCaaS and CCaaS.Primary responsibilities for UC Voice specialist include building users, phones, hunt groups and locations.Responsibilities include add, move, and changes.Must have IVR experience and Webex call flow design experience.Troubleshooting skills for the Webex Voice & Contact Center platforms is a must.Additional skills include Voicemail, Imagicle Faxing, Calabrio, IVR, Automated Call Distribution (ACD), Collaboration tools, headsets, and phones.This role will be highly responsible for assisting the migration to Cisco from legacy voice and contact center platform.This role will have ownership in location builds, user builds and deployment to our client’s locations.All Advanced UC engineers are accountable for creating and maintaining how-to documents for UC team process, troubleshooting guides for the help desk and end user how to documents for associates.They should be able to work independently on requests from the queue.Advanced UC Specialist are accountable for creating and maintaining accurate inventory databases in Service Now for accurate cross charges.Advanced UC Specialists will have strong customer relations skills and may assist senior levels as needed.This candidate will be highly motivated to provide excellent customer service and a desire to learn to progress to a Senior UC Specialist role.All advanced UC specialists should have strong written and verbal communication skills and be a team player.
Area of Responsibility:Solid to advanced skills for administrating Webex Calling multi-tenant and Webex Contact Center for moves/add/changes/deletes (MACD)Experience with IVR, ACD, attendant schedules, messaging and other collaboration applications for Webex Contact Center (not on-prem)Solid skills programming routing services, hunt groups, call paths, RNA, BLF, etc.Ability to create and interpret canned reports for ACD queues within the environmentConfiguration and Participation in User Acceptance testing of UC applicationsWorking Knowledge of voice circuits (PRI, ISDN, SIP), and codecs (G.711, G.729, T.38)Working knowledge of session border controllers and voice proxiesMaintain inventory of UC deployed hardware, circuits and phone numbers and identify discrepanciesAssist in the maintenance of the UC run book/database including documentation for all hardware, software, manufacturer technical support, and current vendorsCreate and maintain “how to” documents for end users to be posted and maintained on SharePoint siteInterface with customers, peers, and project managers to provide excellent customer serviceSupport Unified Communications projects as needed by management or senior specialists
Certifications / Education:Bachelor’s degree or equivalent job experience.Cisco CCNA preferred for cloud voice & contact center solutions.
Position OverviewThe role for Cisco Advanced Unified Communications (UC) Cisco Specialist is responsible for the assisting the Unified Communications team deploy Cisco Voice and Contact Center solutions.Service platforms is Webex Calling Multi-tenant and Webex Contact Center.This role must have very strong Cisco Cloud (not on-prem) administration skills for both UCaaS and CCaaS.Primary responsibilities for UC Voice specialist include building users, phones, hunt groups and locations.Responsibilities include add, move, and changes.Must have IVR experience and Webex call flow design experience.Troubleshooting skills for the Webex Voice & Contact Center platforms is a must.Additional skills include Voicemail, Imagicle Faxing, Calabrio, IVR, Automated Call Distribution (ACD), Collaboration tools, headsets, and phones.This role will be highly responsible for assisting the migration to Cisco from legacy voice and contact center platform.This role will have ownership in location builds, user builds and deployment to our client’s locations.All Advanced UC engineers are accountable for creating and maintaining how-to documents for UC team process, troubleshooting guides for the help desk and end user how to documents for associates.They should be able to work independently on requests from the queue.Advanced UC Specialist are accountable for creating and maintaining accurate inventory databases in Service Now for accurate cross charges.Advanced UC Specialists will have strong customer relations skills and may assist senior levels as needed.This candidate will be highly motivated to provide excellent customer service and a desire to learn to progress to a Senior UC Specialist role.All advanced UC specialists should have strong written and verbal communication skills and be a team player.
Area of Responsibility:Solid to advanced skills for administrating Webex Calling multi-tenant and Webex Contact Center for moves/add/changes/deletes (MACD)Experience with IVR, ACD, attendant schedules, messaging and other collaboration applications for Webex Contact Center (not on-prem)Solid skills programming routing services, hunt groups, call paths, RNA, BLF, etc.Ability to create and interpret canned reports for ACD queues within the environmentConfiguration and Participation in User Acceptance testing of UC applicationsWorking Knowledge of voice circuits (PRI, ISDN, SIP), and codecs (G.711, G.729, T.38)Working knowledge of session border controllers and voice proxiesMaintain inventory of UC deployed hardware, circuits and phone numbers and identify discrepanciesAssist in the maintenance of the UC run book/database including documentation for all hardware, software, manufacturer technical support, and current vendorsCreate and maintain “how to” documents for end users to be posted and maintained on SharePoint siteInterface with customers, peers, and project managers to provide excellent customer serviceSupport Unified Communications projects as needed by management or senior specialists
Certifications / Education:Bachelor’s degree or equivalent job experience.Cisco CCNA preferred for cloud voice & contact center solutions.