Job Description

What success looks like in this role:

Responsible to support Telecom infrastructure for technologies in scope.

• Provide support for the Global Contact Center ACD.

• Provide support for the audio/Video conferencing

• Ensure video conferencing endpoints are operational and up to date.

• Provide Global Call Recording/Archive System.

• Provide support for the CTI environment.

• Provide support for the reporting environment.

• Provide support for other telephony adjuncts and emerging technologies as they are implemented.

• Respond to user trouble tickets related to Cloud Contact center within service levels.

• Active participation and coordinate testing and support of Cloud Contact Center Disaster Recovery plans.

• Provide support to all IP phones, IP softphones, Video endpoints

• Coordination/monitoring of vendor maintenance requests and activities.

• Work with communications carriers and technicians to resolve carrier problems.

#LI-CM1

You will be successful in this role if you have:

  • 6+ years of experience in Voice & Cloud Contact Center Technologies.
  • 4+ years Cloud Contact Center as a Service – Nice InContact, 8x8, Ringcentral , Amazon Connect, Genesys Cloud CX, Five9.
  • On Premise Cloud Contact Center Technologies – Cisco, Genesys
  • SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.
  • Basic understanding of Network Infrastructure Design and monitoring.
  • Ability to work in a 24x7 Support environment.

    • Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

    Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

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