GDT employs the most talented, tenured and certified professionals in the industry. We have always maintained a customer- first business model, which has helped transform our organization into one of the industry’s innovator, solution providers, and shared service experts.
Be the solution. Keep clients happy. Provide intellectual value. Consistency. Be sticky. Help your fellow GDT-ers. Teach. Mentor. Lend a hand. Grow. Be professional, be engaged. ALWAYS.
Our Managed Services Mission
To make Managed Services the most efficient, effective, and energized pillar of GDT’s organization.The 24x7x365 Global Operations Center is a state-of-the-art facility located in Dallas, Texas, and the role of Senior UC/UCCE Engineer will provide wide-ranging operational support as a member of the highly valuable Global Operations Engineering Teams. This role will primarily focus on the successful delivery of GDT One Services support services.
Job Summary
The Senior UC/UCCE Engineer is responsible for driving solutions for GDT Managed Services Customers utilizing ITIL and governance best practices and solutions that align to GDT’s One Services service offerings. Collaborates closely with GDT resources across all levels of the organization, including Leadership, to ensure Managed Services delivers the committed objectives. Bridges strategic objectives and tactical execution of Managed Services to protect and serve the most valuable Managed Services assets: our customers and engineers.
RESPONSIBILITIES, other duties may be assigned
- Relentlessly advocate for engineering efficiencies, demonstrating commitment to retention and employee satisfaction
- Provide end to end operational support, including the onboarding of new and existing customers, data collection/reconciliation, etc.
- Deliver customer-focused, solution-oriented support within SLA commitment levels
- Present recommendations based on superior, data-driven analysis
- Consistently demonstrate initiative and commitment to optimizing systems and processes
- Engage with technical and non-technical GDT lines of businesses, partners, vendors, and clients
- Work closely with others to troubleshoot complex customer issues and document solutions
BASIC QUALIFICATIONS
- Candidate should be able to work directly with Project team, customer, account teams and business units for a successful Contact center project delivers
- Candidate should be able build Customer Requirements Documents (CRDs), High- and Low-level designs (HLD, LLD), Integration and acceptance test plans, Assessment reports and other documents needed for consulting & implementation.
- Candidate should be able to update himself on the new releases and adopt to technical changes on the Contact Center domain, Candidate must be able to research the knowledge gaps, seek expert advice whenever required Implement, manage, and troubleshoot Contact Center systems like UCCE, UCCX and Cisco Unified Communications Systems
- Assess, design and document technical requirements supporting business / RFP needs.
Provide team support and process improvements through individual contributions
- Perform other related duties as assigned by leadership
- Strong working knowledge of Cisco Contact center components including ICM, CVP, UCCX, CUCM, Dialers, CTI, WFM and QM (Recording)
- Cisco UCCX scripting or similar contact center application scripting experience
- Experience with CISCO Interaction Manager (CIM) {Web Collaboration, Chat, email}
- Experience with CUIC or similar contact center reporting platforms
- Very Good understanding on IVR Call flows
- Multichannel Applications based on Cisco platform like Chat, Email, SMS, Social Media Mining
- Good understanding of various telecom Standards and Protocols (RFC, ITU, IETF, SIP, H.323)
- Good understanding on LAN / WAN / MPLS
- Experience troubleshooting telecommunications equipment and technologies including TDM, T1, ISDN, etc.
- Strong knowledge in Recording solutions like Verint / NICE/Calabrio
- Understanding of Data center Technologies including Storage Area Networks (SAN), virtualization (VMware), and Cisco's Unified Computing System (UCS).
- Working knowledge with network monitoring and troubleshooting tools (Cisco Prime/Tivoli/Netcool/prognosis/SolarWinds)
- Cisco WebEx contact center, Dedicated instance and FreePBX.
- Microsoft Teams
KNOWLEDGE, SKILLS AND ABILITIES
- Experience with Cisco IPT (CUCM, Unity Connection, SIP integration)
- SBC knowledge (CUBE/Gateways)
- Virtual Hold Technology
- Campaign management,
- Nuance Recognizer & Vocalizer
- Experience with modern cloud architectures and technologies
Professional Skill Requirements
- Excellent communications skills
- Vendor Coordination & management
- Effective presentation skills
- Ability to develop requirements based on client inputs
- Problem solving and conflict management
- Ability to work effectively in a remote, virtual, global environment.
- Should have a strong knowledge of Cisco UCCE Contact Centers
GDT IS AN EQUAL OPPORTUNITY EMPLOYER.
Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity, or any other protected Federal, State/Province, or Local status unrelated to the performance of the work involved.GDT IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
