Cisco Contact Center Senior Engineer

3 weeks ago


مصر, Egypt ExpertFlow Full time

Expertflow is looking for a senior engineer in Cisco contact center solution deployment with solid troubleshooting skills in the Cairo, Egypt region. The core responsibility is to act as a customer representative and work with the team to provide quality support and project implementation.

**Responsibilities**:

- Work as a senior engineer to implement Cisco contact center WebEx solutions.
- Discuss IVR flow design with customer business team, document the requirements, discuss internally with EF development team for successful implementation.
- Discuss and plan the SIP trunks interconnectivity.
- Learn Cisco new contact center technologies specially cloud contact center WebEx solution.
- Work as a Cisco Webex CC customer representative and interact with Cisco and customers.
- Handling Level 1 & Level 2 Escalation point for Customers which will also include accessing the system, collecting logs or replicating issues in the lab etc.
- Enforce Customer SLA

**Requirements**:

- Master University Degree in the field of Networking/Telecom.
- More than 5 Years experience in the networking field.
- Hands-on experience on deploying Cisco Contact center solution UCCE/UCCX.
- ICM/UCCX scripting and VXML scripting knowledge would be a plus point.
- Contact center reporting concepts.
- Experience of deploying Cisco IPT solutions(Cisco Call Managers, Voice gateways/CUBE and CUSP).
- Solid knowledge of Dial plan design, Transcoding, digit manipulation for IP telephony.
- Excellent organizational and planning skills
- Communicative personality, eager to learn and collaborate in a team
- Interest in digital products.
- Arabic and English, French an advantage

The following experiences are an advantage:

- Basic know-how of different CRM solutions
- Containerization Technologies
- CCNA/CCNP voice

**What we Offer**
- Be part of a highly dedicated international and fast growing IT company
- A personal workplace at our office in Cairo
- Your local colleagues are in Sales and Software Engineering
- Home office max two days per week
- An open minded company culture where you are respected as individual



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