Must Have Technical/Functional Skills:
Designing, Managing Cisco Unified Contact Center Enterprise technologies (UCCE), Cisco Customer Voice Portal (CVP), Cisco IP/IVR, Cisco CTIOS, Cisco Finesse, CUIC.
Good Understanding and work Experience in third party products like, Appspace, eGain, Avaloque, Calabrio, Acqueon.
Must have hands on experience in VXML gateways, VVBs, SIP proxy.
Must have hands on experience with the following Cisco voice applications Cisco Unified Communications Manager (CUCM), Cisco Unity Connection Voicemail, Cisco Presence, Expressway MRA solution, Redsky.
Experience with routine system administration tasks such as OS and application patches, upgrades and backups of the voice environment.
Information Technology Infrastructure Library (ITIL) framework, with focus on Availability management, Release management, and Change Management
Process Improvement identification/execution (e.g., optimization, proactive, Automation, innovation)
Generic Managerial Skills:
CCIE Certification, Monitoring, event management and tuning, event correlation, automated and augmented incident recovery, user experience monitoring, etc. Call Manager experience.