*Additional Location(s) or Information:*
*Job Category:* Services
*Level of Experience:* Experienced - Non Manager
*Requisition #:* R1008427
*Description:*
Network Consulting Engineer-Contact Center
As a primary technical contact will be responsible for providing consultative, proactive and/or reactive support to Cisco accounts.
Depending on the Service Contract or SOW the individual may be responsible for network planning, design, implementation, operation and optimization (PDIOO).
This may include remote or on-site: infrastructure design, implementation planning, deployment support, software strategy, performance engineering and optimization, knowledge transfer and mentoring, proof-of-concept testing, network auditing/sizing, pre-staging, pre-configuration, deployment planning and acceptance of Cisco product in execution or advisory/assistance or support models.
Gives technical guidance to customers and internal parties as required.
May act as technical project manager in projects.
NCE are expected to generate standard project documents and develop comprehensive test plans.
NCE will execute all phases of project delivery including staging, implementation, and handover.
NCEs will assist with Pre-sales for complex networks and Review implementation plans.
Roles and Contributions to projects
• Performs technical support functions on problem resolution in support of major account.
• Conformance to service delivery standards.
• Works with AS lab team in development, support, maintenance of lab implementation .
• Use of AS tools for effective SW risk analysis.
• Perform Software strategy, performance engineering & optimization reports & Lab recreates.
• Understand AS business, deliverables and required tools.
• Participate on at least one technology VT meetings outside of one’s own skill area.
• Research and provide answers to technical questions of customers
• Share and Re-Use stored collateral and leading practices documentation.
• Works with other NCE’s to provide deliverables on assigned engagements.
• Collaborates with the NCE team to understand customer needs.
• Independently coordinates and executes tasks.
• Successfully manages customer relationships .
• Supports delivery of service program.
• Performs analysis and diagnosis of complex problems.
• Performs analysis of complex designs.
• Conforms to service delivery of standards.
• Contributes to Virtual Teams.
• Effective use of AS Tools in providing customer deliverables.
• Create architectural network designs for complex networks
• Makes performance-engineering recommendations.
• Assists customer with complex deployments and related Network Management Systems
• Review network requirements & High Level Design.
• Drive design workshop.
• Reviews & creates Low Level Design, Detailed Test plans.
• Reviews Implementation/ Change Management Plans.
• Provides remote and onsite deployment support.
• Provides consultative support in Operation/Optimization of installed networks.
• Uses technical experience and skills to recommend solutions.
• Interfaces and works closely with others in a team environment to achieve common goals.
• Provides technical guidance to customers, TAC, & Advanced Services.
• Works with Cisco engineering to resolve customer problems.
• Must have good communications skills both verbal and media based.
• Direct account and partner responsibilities for selected accounts
• Lead design and project teams to deliver UCC projects
• Keep up-to-date on relevant competitive solutions, products and services.
• Provide technical and sales support for accounts.
• Perform technical presentations for customers, partners and prospects.
• Actively participate as a specialist on assigned Virtual Team and provides consultative support in their area of specialization
• Ability to work effectively and add value as a team member.
Demonstrated technical knowledge and consultative skills.
Strong problem solving skills: ability to assess a problem and determine an effective course of action.
• Creates Cisco technical designs for customers
• Provides Technical leadership to delivery teams
• Analyze and Installs software to create enterprise-wide, fault tolerant, open solutions
• Ability to Work with and Build rapport with sales personnel and customers.
• Ability to work as a Team member with Engineering, TAC, and Marketing.
• Follow-on support for installed customers
• Speaking at industry and partner events
Preferred Skills:
• TAC rotation experience for 3-6 months
• Good understanding of technology.
• Self-directed
• Ability to learn.
• Good communication skills.
Required Skills:
• Knowledgeable in (1) or more of: IP Internetworking LAN switching, ATM, WAN Expertise & Voice technologies.
• Internetworking Troubleshooting experience, protocol diagnosis and decoding to the packet level.
• Knowledge of network design concepts.
• Knowledge of network management, network availability & capacity planning
• Basic Consulting and communication skills
• Basic time management skills.
Able to manage required workload schedule.
Education and Experience:
• Engineering/Delivery experience
• Pre-sales/consultative experience
• Deep understanding of Cisco and its solutions.
• 5-10+ years Contact Centre Industry Experience or knowledge.
Experience with Contact Center technologies.
This includes
Working knowledge of call center systems - Premise or CENTREX Automatic Call Distributor (ACD) Private Branch Exchange (PBX / PABX) and Automatic Call Distribution (ACD) systems, including MIS/reporting systems and CTI interfaces.
Includes hands-on product experience with companies such as Cisco, Avaya, Nortel, Aspect, Rockwell, Genesys , Interactive Intelligence etc.
Premise IVR/VRU systems and use of Carrier Network IVR, including hands-on product experience with companies such as CVP, Avaya Conversant, Nortel Periphonics, Intervoice-BRITE, Telera, etc.
Working knowledge of Dialers, including campaign management tools and hands-on experience with companies such as Avaya/Mosaix, Concerto/Davox, Magnetic North or Divine/eShare/Melita.
Message Boards from companies such as Inova, Symon or Spectrum.
Quality Management /Recording systems from companies such as Eyretel/Witness, NICE, or Verint.Hands on experience with Integrated Voice Response (IVR) such as Periphonics, Brite/Intervoice, etc.
Working knowledge of call center application environments
• Knowledge of Cisco UCCE, CUCM, Media Gateways, CVP, VXML GWs is mandatory.
• Computer Telephony Integration (CTI) middleware, including hands-on product experience with companies such as Genesys T-Server, Intel/Dialogic CT-Connect, Avaya CentreVu or Quintus.
• Middleware or dialer CTI development toolkits, including front office development in ActiveX, COM or Java on thick and thin clients.
• Customer Relationship Management applications from companies such as Siebel, e.Piphany, Oracle, PeopleSoft or SAP.
• Workforce Management applications from companies such as Blue Pumpkin, IEX or Aspect / TCS.
• Understanding telecommunication protocols, such as TCP/IP, Integrated Services Digital Network (ISDN).
• Hands on experience with Service Provider Carrier Intelligent Networks.
Understanding of infrastructure / protocols including SS7, SCP etc
Working knowledge of the following systems & application technologies
• General familiarity with PC & Microsoft environments, including Windows NT/2k/XP and domain networking
• Relational databases such as MS SQL Server, including query scripts and form-based queries / data entry
• Working knowledge of application architectures, including host-based, peer-to-peer, client/server and n-Tier Internet-based
• ActiveX, COM, Java, ODBC, JTAPI, TAPI
• Scripting: Perl, TCL, ECMAScript, VBScript
• Web development: HTML, XML, VoiceXML
• Working knowledge of Unified Messaging technologies
• Workforce Management (WFM, ie, Aspect, IEX, etc)
• Customer Relationship Management software (CRM, ie.
Seibel, Peoplesoft, etc)
Experience with the following Cisco technologies
• Voice Protocols including SIP & Gateways, including SIP Proxy, SCCP
• IP Telephony, including Call Manager, Attendant Console, IP Phones, XML Applications, MCS / UCS servers, Conference Connection, Emergency Responder, Manager-Assistant
• Unified Messaging, including Unity and Personal Assistant
• Voice Response, including IP IVR and Cisco Voice Portal
Contact Center Solutions, including
• Cisco UCCE
• UCCX, UCCE & HCS Editions
• Web Collaboration & Email Response systems
Additional desired experience
• CCNP or CCIE
• Training such as CIPT, CVOICE, PKTEL, MCSE a bonus
• Campus design, QoS, VOIP protocols, network security, high availability network design, IP video and fault diagnosis.
• Familiarity with Web development such as JAVA and XML.
Experience with PC-based, real time client-server architectures.
• General familiarity with Microsoft user environments, including Windows OS, SQL, MS Exchange
• Familiarity with relational database systems, including forms-based query and data entry; SQL scripts.
About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide.
We are pioneers and have been since the early days of connectivity.
Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services.
As Cisco delivers the network that powers the Internet, we are connecting the unconnected.
Imagine creating unprecedented disruption.
Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond.
Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work.
With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco."
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*Job Type:* Experienced
*Opportunity Category:* Services
*Networking Consulting Engineer*
*IND-Pune*
*R1008427-en_US*