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Cisco Unified Communications Manager Architect

Cisco Unified Communications Manager Architect

2 days ago Be among the first 25 applicants

This range is provided by Mindlance. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.

Base pay range

$65.00/hr - $70.00/hr

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Title : CUCM Architect/Cisco Unified Communications Manager/Call Center Ops Architect/Contact Center Ops Architect/Contact Center Operations Architect/Call Center Operations Architect

Duration : 11 months

Location: Chicago, IL 60606

Top 3 skill sets required for this role:

• Propose IT future state architecture using architectural patterns - Cloud native, API first, Micro services , Event drive architecture, and identify solutions to digital product transformation and challenges in existing platform.
• Evaluate existing and emerging technologies on a regular basis for scalability , security, and integration potential
• Oversee the planning, cross-functional collaboration and execution for technical solutions and design of different product lines, including gathering and prioritizing product and customer requirements, defining the software architecture and design roadmap and working closely with the development team to ensure revenue and customer satisfaction goals are met.

Nice to have skills or certifications:

• AWS Solution Architect or similar
• Experience with Contact center platform (eg Cisco etc)
• DevOps or Agile methodology expertise

Qualifications:

• Bachelors degree in computer science, Information Technology, or a related field. Masters degree is a plus.
• 10+ years of experience driving customer service transformation using Salesforce, MS Dynamics, or key Agent Desktop platforms.
• 10+ years architecting agent desktop solutions for end-to-end customer contact management including Call Pop, Case Management, Workforce Management, Call Routing, Operational KPI and best practices of call centers and their operations.
• 10 or more years of development experience in either Salesforce, MS Dynamics, NICE CXone and or Genesys CX environments.
• 5 or more years experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA based web services.
• Understanding of OOP and efficient programming concepts to reduce tech debts.
• Experience with enterprise level CCaaS architecture for complex business needs.
• Experience creating and presenting to executive level stakeholders (technical and non-technical).
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
• Existing knowledge and/or industry certifications for one of these - Salesforce, MS Dynamics, NICE CXone and or Genesys CX and process automation technologies.
• Contact Center as a Service (CCaaS) software management and domain experience.
• One of these - MS Dynamics, Genesys CX , Salesforce Architect Experience, Nice CXone Studio experience
• Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Proficiency in productivity applications like Confluence, JIRA, draw.io.
• 5 or more years experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• Knowledge of cloud security best practices and tools (e.g., IAM, KMS, Security Groups, etc.)
• Experience with CI/CD pipelines and tools such as Jenkins, GitLab, or AWS CodePipeline.
• Experience with containerization technologies such as Docker and Kubernetes.
• Proven experience in application optimization, including performance tuning, resource allocation, and scaling strategies.

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Airlines and Aviation and Aviation and Aerospace Component Manufacturing

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