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Job Area: Information Technology Group, Information Technology Group > IT Engineering
General Summary:
The responsibilities of this individual will have a focus on managing VoIP, Web-Ex Contact Center solutions ensuring the smooth and efficient operations. Duties will also include service monitoring and maintenance, infrastructure and client support, and project/upgrade work for the supported services and technologies.Key Responsibilities:- Deployment, support, and troubleshootingDeploy, support, and troubleshoot various versions of TEAMS Phone System.- Strategic thinking and ability to take technical decisions and drive nitiatives -Communication across organizational levelsDiscuss Teams and Office 365 Platform Services with technical staff, project managers, and management.- Ability to lead complex projects and initiatives by demonstrating technical and strategic skills - PowerShell expertiseUtilize strong knowledge of PowerShell commands and scripting for system management.- Ribbon SBCs integrationExperience with Ribbon SBCs integrated with MS Teams Direct Routing, including deployment methodologies, best practices, and troubleshooting.- Poly (HP) Devices managementDeploy and troubleshoot Teams Phone System and Poly (HP) Devices, following best practices.- Unified Messaging integrationConfigure Teams audio, video, and telephony solutions, integrating them with M365- Manage Field Requests Handle requests from various resources, including creating and modifying agent profiles and IVR call flows.- Build/configure/implement call flowsDesign and implement call flow structures to enhance customer experience and operational efficiency.- TIER 3 operations and maintenance:Focus on day-to-day operations, preventive maintenance, and upgrade responsibilities in the call center environment.- Expertise in WxCCE componentsDemonstrate TIER 3 expertise in configuration and troubleshooting of WxCCE components.- Troubleshooting and log analysisCapture and interpret debug level logs for WxCCE and other UC environments to diagnose and resolve issues.- Support and stakeholder engagementProvide support to contact center stakeholders and ensure smooth operations through effective configuration and testing in WxCCE environments.
Minimum Qualifications:
3+ years of IT-related work experience with a Bachelor's degree.
OR
5+ years of IT-related work experience without a Bachelors degree.
Physical Requirements:
Frequently transports and installs equipment up to 20 lbs.
Bachelor's/Masters in Information Technology or equivalentOverall 8+ Years of Experience with SBCs, Unified Communications and Contact Center technology.Any certifications in relevent Microsoft Technologies like MS-721, Webex Contact Center, etc.
8+ Years of Experience with SBCs, Unified Communications and Contact Center technology.Any certifications in relevent Microsoft Technologies like MS-721, Webex Contact Center, etc.
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QUALCOMM CDMA Technologies (QCT) is the largest provider of 3G chipset and software technology in the world, with chipsets shipped to more than 50 customers and powering the majority of all 3G devices commercially available. QCT partners with nearly 60 3G network operators around the globe and has the largest CDMA engineering team in the wireless industry.
QCT provides complete chipset solutions and integrated applications from the Launchpad suite of advanced technologies. Our integrated solutions offer device manufacturers reduced bill-of-materials costs, time-to-market, and development time. Mobile handsets powered by QCT chipsets can offer more features while maintaining a smaller, sleeker form-factor and benefiting from reduced power demands.
QCT values collaboration with its customers and partners and works closely with them to enable their success. We offer a wide range of tools to support the device development process, and develop new technologies based on the needs and demands of the wireless market. Devices for all market segments can now include features enabled by 3G wireless technology, in demand by a growing and increasingly sophisticated wireless community.
Job ID: 115168001
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