What success looks like in this role:
Responsible to support Telecom infrastructure/Instance and responsible for technologies in scope.
• Provide support for the Global Contact Center ACD.
• Provide support for the audio/Video conferencing
• Ensure video conferencing endpoints are operational and up to date.
• Provide Global Call Recording/Archive System.
• Provide support for the CTI environment.
• Automate routine maintenance and monitoring tasks for the Global Contact Center ACD using scripting and automation tools.
- Develop and implement automation scripts and tools to manage and monitor Telecom infrastructure/Instances.
- Create and deploy automation workflows to manage audio/Video conferencing systems, including proactive health checks and troubleshooting.
- Automate the process of updating and maintaining video conferencing endpoints through centralized management systems.
- Develop automated solutions for call recording and archiving processes to ensure compliance and efficiency.
#LI-CM1
You will be successful in this role if you have:
- Should possess 6+ years of experience in managing Voice Network Infrastructure
- Voice Video & Cloud Contact Center Technologies Support Service.
- Cloud Contact Center as a Service – Nice InContact, 8x8, Ringcentral, Amazon Connect, Genesys Pure Cloud, Five9.
- Experience in Automation features in Genesys cloud telephony platform.
- Experience in Automation script development using Python.
- On Premise, Cloud Contact Center Technologies – Avaya, Cisco, Genesys
- SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers.
- Basic understanding of Network Infrastructure Design and monitoring.
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In-depth knowledge of cloud contact center platforms, such as Genesys, Amazon Connect, Google Dialogflow
Hands on experience on TMS application and architecture knowledge responsible for scheduling / managing meetings
Proficiency in cloud architecture design principles and best practices.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
