ApTask
About the Opportunity:
An exciting opportunity to nurture your career with Mphasis, one of the India's reputed IT service and consulting companies. We are seeking a highly skilled professional with experience in Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications. The ideal candidate will play a vital role in the successful implementation, upgrade, and functionality testing of the Cisco solution and adjuncts. This individual must possess strong technical knowledge, project management skills, and a customer-centric approach.
Responsibilities:
• Lead and contribute to the design, implementation, and optimization of Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
• Configuration, administration, and monitoring of Circuits, SIP/PSTN DIDs, TFNs etc.
• Contact Center configuration and administration of Queues, call routing, hunt-groups, agents etc.
• Collaborate with stakeholders to understand business requirements and design implementation plans that align with organizational goals.
• Follow industry standards and best practices to implement high-availability and scalable solutions.
• Coordinate with internal teams and external vendors to streamline the implementation process.
• Follow change management processes to execute the implementation steps.
• Deploy and configure the Cisco solution along with integration of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration.
• Troubleshoot technical issues and provide solutions during the implementation phase.
• Lead end-to-end project implementation, ensuring adherence to timelines and budgets.
• Oversee quality assurance processes to identify and address any issues during the implementation phase.
• Perform thorough testing to ensure each function and feature is working as expected.
• Participate in UAT with the customer to ensure the solution meets their expectations.
• Provide post-implementation support for ongoing issues and deliver a positive user experience.
• Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively.
Qualifications:
• Bachelor's degree in computer science, Information Technology, or equivalent.
• Proven experience in implementing and configuring Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
• Strong understanding of contact center technologies, telephony, and 3rd-party application integrations.
• Project management skills with the ability to manage multiple tasks and deadlines.
• Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
• Self-motivated and capable of working independently with minimal supervision.
• Flexibility with work timings to align with customer's working hours and project delivery timelines.
• Certifications in Cisco Contact Center, CUCM, UCCE, UCCX or related technologies are an added advantage.
About ApTask: ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer: At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com.
Applicant Consent: By submitting your application, you agree to ApTask's (www.aptask.com) Terms of Use and Privacy Policy, and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.
About ApTask: ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer: At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com.
Applicant Consent: By submitting your application, you agree to ApTask's (www.aptask.com) Terms of Use and Privacy Policy, and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.