Careers - Job Details

Webex Contact Center Consultant

Summary:

BGI has the following 3+ month remote contract with possibilty of extension

Job ID/Number:

202301-2343

Posted Date:

1/10/2023

Job Location:

Remote

Position Type:

Contractor

Division:

Information Technology

Description:

Webex Contact Center Consultant

The Webex Contact Center Consultant primary role will be responsible for evaluating and improving the Webex Contact Center design that our client will be launching for one of their key clients.

Responsibilities

Perform the evaluation of the overall design, solution, and strategy of contact center that they will be launching to support one of their key clients.
Participate and/or lead discussions with client and internal team on how to optimize proposed design and effectively implement features such as Omnichannel collaboration, CRM Integration, Call Recording, IVR/CTI, Intelligent Routing, etc.
Provide presentation to client, upper management, and peers as it pertains to Contact Center technology roadmap, architecture, engineering, and provisioning.
Lead the effort around configuration and prototyping of new features and functions
Provide detailed runbook procedure and support documentation for routine maintenance on the Contact Center system
Develop technical standards, define operational processes, and configuration best practices for Contact Center system
Build and maintain project/technology related documentation, ensuring that accurate information is always available to other colleagues and management
Provide incident management and support to the critical issues escalated by the Contact Center team
Adhere to the design, programming, and application standards as setup by the company. Including compliance with all firm and departmental policies and procedures.

Required Skills

5+ years of experience in designing, configuring, implementing and supporting Cisco Webex Contact Center solution
Knowledge of the Contact Center technology Eco-System and how it is evolving and ability to spot opportunities to optimize capabilities
Detailed understanding of Cisco Webex Contact Center design and implementation
Hands on ability to build prototypes and configure new functionality
Strong troubleshooting skills accompanying creative thinking to resolve complex and non-complex issues.
Must possess excellent customer service, follow up and organizational skills
Outstanding written and verbal communications skills complemented by proven expertise in relationship building and management.
Understanding of ITIL standard methodologies and processes

close (X)