Open Position

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Contact Center Network Specialist

Puebla, Mexico

Contact Center Network Specialist is responsible for design, provision, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This person is expected to be proficient in Cisco Contact Center and UC delivering multiple projects for traditional and converged network technologies. Will also input to network architecture to ensure appropriate technology strategy to meet business requirements. This individual should be a highly qualified contact center network specialist with up-to-date hands-on skills. In addition, the ability to interact with distributed engineers, customers, and all levels of senior executive staff. 

General Accountabilities

  • Anticipates potential problems associated with network infrastructure or service level trends. 

  • Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned. 

  • Designing Contact Center requirements, including architectural standards and principles, general design documentation, bills of material, and configurations. 

  • Assisting business analysts in resolving reported customer issues. 

  • Creating and maintaining system documentation and infrastructure drawings. 

  • Review system logs assuring optimal performance. 

  • The incumbent may be asked to perform other duties as apparent or assigned. 

  • Engineering, configuration, installation, maintenance and upgrade Cisco Contact Center and Collaboration Solutions. 

  • Providing technical support to various customers and departments/users. 

  • Reviewing anomalies that are broad and potentially service impacting. 

  • Researching, evaluating and recommending hardware and software solutions. 

  • Acting as an escalation point for Contact Center-related customer issues from Customer Service Center. 

  • Planning of implementation activities prior to the installation of network hardware. 

  • Strong knowledge with networking tools (ping, tracert, nslookup, VoIP & ISDN/R2 debug, RTMT, CIPC, etc.). 

  • Strong knowledge with collaboration solutions and contact center monitoring, scripting and troubleshooting tools. 

  • Strong knowledge of H.323, MGCP, SIP, SCCP protocols, codecs (G.711, G.729, etc.) and Digital/Analog telephony. 

  • Strong experience with different telephony modules, cads/ports: CUE, CME, PDVM, VWIC, E1/T1, FXO, FXS, etc. 

  • Strong knowledge of TCP/IP, RTP, sRTP, QoS. Transcoders, MTPs, Conferences, MoH. 

  • Experience with Session Border Controllers, Emergency Responder, Contact Center Reporting, Recordings tools, Dialers, Fax, Wallboards; Calabrio, Nuance, Acquedon Dialer, Xmedius Fax is preferred. 

 

 Technical Skills

  • 3+ years Contact Center Network engineering experience in large Enterprise environments or MSP. 

  • Strong experience with Cisco Contact Center Scripting and 3rd Party Applications is required. 

  • MSP and consulting experience highly preferred. 

  • CCNP (Collaboration) certification preferred or equivalent experience. 

  • Experience working in enterprise datacenters is preferred. 

  • Experience with Cisco Call Manager, Cisco Unity, IM & Presence is required.
     

Job Qualifications

Education: 
  • Bachelor's degree preferred. 
  • ITSM foundation training required

Professional Skills

  • Fluent English language skills required: verbal and written communication. 

  • Self-motivated and disciplined. 

  • Strong investigative and analysis skills. 

  • Strong technical and process design and implementation skills. 

  • Strong communication and presentation skills along with the ability to work in a highly collaborative environment. 

  • Strong customer focus and ability to manage customer expectations. 

  • Ability to work creatively and analytically in a problem-solving environment. 

  • Manages multiple priorities in a high-pressure environment. 

  • Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups. 

  • Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications. 

  • Excellent organizational skills with the ability to visualize the big picture and manage last minute details.  

 

 

 Benefits

Medical, Dental, and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.

 PTOs

Vacation, Sick Days, Holiday, and Paid Leaves.

Save on commute

Paid office parking.

Discount Programs

Medical related discounts.

 Prime location

In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by.

 Sponsored Events

Team social events and Christmas Dinner.

 Sport Activity

Join your colleagues in various sport activities in the area.

 Eat & Drink

Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge.