Cisco Contact center engineer

Job description

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP. Job Description Contact Center Operations Engineer - Engineer will support all In-Scope Contact Center Technologies, proactively monitoring and quickly responding to hardware, software, and network Incidents. Candidate must have excellent written/verbal communication skills and work closely with vendor/contractor partners. Responsibilities include planning and implementing after-hours changes/upgrades to Voice and Contact Center related applications and infrastructure, completing detailed implantation plans/design documentation, and troubleshooting/resolving complex Incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests. Incident Management: • Perform resolution for all Cisco Unified Contact Center infrastructure for all Incidents following Ameriprise Service Management processes. • Expert level troubleshooting and analysis for all In-Scope Technology. • Analysis and resolution of chronic or undetermined issues. • Deep dive analysis of Problems and Incidents. • Expert Analysis of device, server network performance logs to triage Incidents/Outages as they occur. Problem Management: • Provide technical expertise for Problem Management support (including RCA). • Analysis and resolution of chronic or undetermined issues. • Application based performance captures. Change Management: • Must be able to Implement technology changes, including after hours, to configure, upgrading and maintain supported technologies • Document detailed change implantation plans / procedures and be able to represent said plans during change management reviews • Work with ITIL and Change Management processes and comply with all security policies OTHER BEHAVIORS: • Build partnerships with Ameriprise CDO experts and Portfolio Architects. • Demonstrate continuous learning of Ameriprise Business and technical environment. • Work directly with manufacturer technical assistance or research and development. • Initiate conversations with escalated Ameriprise engineers and support vendors (i.e. Cisco TAC). Required Qualifications • Degree in Computer Science, Engineering related field; or equivalent work experience. Preferred certification(s): UCCE Specialist, CCNP Collaboration. • Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels. • Demonstrate strong analytical, problem solving and debugging skills. • Should be flexible with the shifts depending upon the business requirement. • Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies: UCCE – Unified Contact Center Enterprise 11.6 - 12.5 • ICM, AW/HDS, Routers, Loggers, Agent / VRU PG’s • CVP, Call Server, VXML server • SQL 2008 R2, 2016, Call analysis/Queries based on RCK / RCKD • CTI Integrations with 3rd party applications • CTISVR log collection & analysis • Agent Desktop software, Finesse / Other 3rd Party CRM’s • Basic ICM scripting knowledge, call routing/queueing design • ICM Web Setup, PG Setup, Script Editor, Configuration Manager • CUSP (SIP Proxy) • CUIC Reporting • Nuance ASR/TTS • F5 Load Balancers • CCE Integration eGain Chat & Click to Call • VMware software, ESXi B-series, C-series, vCenter CUCM - Call Manager 11.5 - 12.5 • Call Routing troubleshooting- Traces / Debug collection • Media Resources, MTP, Conference Bridge, XCODE, MRG / MRGL’s • System health monitoring - RTMT • CTI Route Point Configuration • Call routing configuration, Dial plan, Route patterns, hunt groups, route lists • SIP Trunking, ICT, H323, MGCP configuration • DRS Backup configuration • Patches (COP files, ES Upgrades) • Move, Add, Change administration IOS ASR / ISR Voice & Data gateways • Experience with IOS patches and upgrades • SIP / ISDN debugs and troubleshooting skills • CUBE • VOIP dial peer configuration • Translation rules / DNIS / ANI • DSP Gateways (Media Resources) • VXML Gateways • Telephony services configuration • TFTP, firmware, MOH Preferred Qualifications Preferred certification(s): UCCE Specialist, CCNP Collaboration In-Office Collaboration We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process. Full-Time/Part-Time Full time Timings (2:00p-10:30p) India Business Unit AWMPO AWMP&S President's Office Job Family Group Technology Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.