Sr Manager - Customer Interaction Suite

Sr Manager - Customer Interaction Suite

About Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Job Description

Sr Manager - Customer Interaction Suite

As part of the Customer Interaction Suite, you will design and build Tata Communications InstaCC Global Contact Center platform, incorporating Cisco UCCE, PCCE, Webex Contact Center, and third-party solutions and integrations. You will create HLD and LLD documents for platform and client-specific solution deployments. The ideal candidate should be proficient in Cisco Contact Center solutions, including UCCE/PCCE, Webex Contact Center, digital channels, API integration, and CRM connectors.

You will also support cross-functional teams in responding to RFPs and RFIs from customers by providing detailed technical solution designs and ensuring technical compliance. This role involves discussing solutions, features, and functionalities with customers, estimating BoM, networking for components at customer premises, and participating in solution POCs and migration plans.

Job Responsibilities:

1. Create design documents for platform deployment, integrations, and new features.
2. Lead augmentation and version upgrade activities across the entire InstaCC Global Platform for voice SIP trunking/VPOP architecture and Cisco CC application suites (UCCE, PCCE, and WXCC as applicable).
3. Develop BoMs in collaboration with vendors for Cisco Contact Center (UCCE, PCCE, WXCC) and data center infrastructure, including servers, storage, and networking.
4. Conduct lab testing and maintenance for the latest version release upgrades and test third-party solution integrations, such as recording and custom solutions.
5. Provide L4 support to operations for any design or recurring issues that require engineering intervention.
6. Perform bug scrubbing across various software releases.
7. Assist in RFP responses by reviewing detailed technical solutions provided by solution engineers.
8. Participate in customer requirement gathering discussions, providing detailed solution overviews of Tata Communications InstaCC Global service on the Cisco UCCE, PCCE, and WXCC platforms, including third-party solutions and Tata Communications managed services support framework.
9. Design solutions for IVR, ACD, dialer, CTI, multimedia, CRM integrations, customized reporting, recording, QM, speech analytics, WFM, NMS monitoring, MPLS network inputs, and bandwidth considerations. Estimate the BoM for Cisco solution components and third-party solutions.
10. Conduct POCs and demos of InstaCC Global services based on customer requirements, design migration plans, and support project management in generating project implementation plans.
11. Provide engineering support to the presales team, including product, BDM, and solution architects.
12. Deliver training, knowledge sharing sessions to Cross functional teams.

 

Technical Qualifications:

• Preferred bachelor’s degree or higher in Computer Science, Electronics and Communications, Computer Engineering, or a related field.
• Preferred certifications:
• WXCC Technical Expert Certification
• Cisco Black Belt for Contact Center
• CCIE Collaboration
• CCVP, CCNA (Data/Voice)
• UCCED 642-241
• Trained in Cisco’s Contact Center solutions: HCS-CC, UCCE, UCCX

Work Experience:

• Preferred 10+ years of technical experience in Contact Center Engineering, solutioning, onboarding, and troubleshooting.
• Hands-on experience with Cisco UCCE, PCCE, and Cisco WXCC.

Essential Technical Skills:

1. Hands-on experience with Cisco WXCC 2.0, including voice and digital channels.
2. Ability to build complex contact flows involving multiple external data dips and looping logic.
3. Proficiency with Webex Connect flow builder for digital channels.
4. Experience with Google CCAI voice and chatbots.
5. Familiarity with WXCC APIs and CRM integrations.
6. Knowledge of HTML, CSS, JS, AWS Cloud, Node.js, Python, etc., for integration with third-party systems using published SDKs from OEMs.
7. Strong working knowledge of Cisco UCCE Contact Center solution components, including ICM, CVP, CTI, Dialer, Acqueon LCM, CUCM, CUSP, CUBE, VXML, VVB, ECE, CCMP/CCDM, CUIC, Consilium UniAgent, and Campaign Manager.
8. Knowledge of hosted contact centers, Cloud Contact Centers,  and multi-tenant architecture.
9. Understanding of speech recognition, text-to-speech, NLU/bot integration (Google Dialogflow, AWS Lex, Azure Cognitive Services) with Cisco UCCE, PCCE, & WXCC.
10. Knowledge of SIP TLS, SRTP for voice, and other encryption methods for contact center applications.
11. Experience working with the latest UCCE releases and features.
12. Cisco ICM scripting or similar contact center application scripting experience.
13. Cisco CVP scripting or similar contact center application scripting.
14. Experience designing Cisco UCCE solutions for multiple customer requirements.
15. Experience with multimedia applications like Cisco ECE (Enterprise Chat and Email).
16. Experience with CUIC or similar contact center reporting platforms.
17. Proficiency in SQL queries for reporting solutions.
18. Experienced in engineering design for voice, screen recording, QM, WFM, and speech analytics (Calabrio, Verint, NICE).
19. Thorough understanding of IVR call flows (CVP Call Studio applications – VXML).
20. Knowledge of Cisco UCS, VMware virtualization, Radware/F5 load balancers, NetApp/EMC storage, Cisco Nexus, and ASA for contact center infrastructure setup.
21. Good understanding of LAN/WAN/MPLS/firewall/load balancer network design considerations and bandwidth requirements used in Contact Center deployments.
22. Knowledge of SIP trunking solutions that integrate with contact center platforms over IP and WebRTC framework.

Behavioral/Soft Skills:

• Excellent team player with strong leadership skills and an understanding of organizational goals and priorities.
• Strong communication skills (written and verbal) and presentation skills.
• Proactive, self-motivated, and dedicated to work.

Skills

contact center, cisco wxcc, cisco ucce, cisco pcce, cisco voice products, google ccai, cisco ece, cisco cuic, digital channels, crm integration, api integration, integration