Senior Administrator - Cisco Contact Center

Job Summary

i. MACD Engineer: a. Data Collection Tasks: i. Collect and document Branch Building/CRES ID. ii. Gather and record Branch Mainline Number DID. iii. Collect and verify E911 Callback Number DID. b. Zoom Phone Site Configuration: i. Build and configure Zoom Phone sites, including Shared Line Groups, Call Queues, and Emergency calling configurations. c. Poly Phone Profile and User Configuration: i. Create Poly Phone profiles and configure common area user settings. d. User Migration: i. Migrate Cisco users to the Zoom Phone softphone, ensuring a seamless transition. e. Routing Changes and Support: i. Implement PSX routing changes after Poly Phone’s have been installed and provide Day 1 support to ensure operational efficiency and address any immediate issues. ii. These tasks will be performed during US business hours, from 9 AM to 5 PM EST, to ensure alignment with client operations and immediate response to any issues. f. Validation Testing: i. Assist the onsite technician with testing and validation of the solution. ii. Take corrective action if any configuration issues are identified during testing to ensure the solution meets all specified requirements. iii. These tasks will be performed during United States business hours, from 9 AM to 5 PM EST, to ensure alignment with client operations and immediate response to any issues. g. On call Support: i. Support for issues raised by newly migrated Retail Branch employees during and outside business hours.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Company Policies In Daily Operations, Ensuring Compliance And Excellence In Service Delivery.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts By Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance And Knowledge.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Other Support Teams, Ensuring Seamless Operations And A Robust Security Posture.
5. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases, While Proactively Mitigating Security Threats.

Skill Requirements

Cisco Voice, Zoom Telephony, SBC

Other Requirements

Cisco Voice, Zoom Telephony, SBC