Implementation Engineer – Cisco, Omnichannel CX

🕒 March 26

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

💰 $300M Secondary Market on 2014-10

B2B • Artificial Intelligence • SaaS

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• Responsible for the design, implementation and support of Sutherland CISCO UCCE and CUCM platforms. • Current platforms include Cisco ICM, CUBE, CISCO Call Studio, CVP, Omni-Channel solutions such as Cisco Routing, Inbound Voice, , Cisco Email, Cisco Chat, Cisco Social Media, CISCO SMS, Speech Analytics, Proactive Contact, CallBack, Outbound campaign Manager etc. • Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements. • Partners with the Business and Service Delivery team to assist with new Program solutions. • Responsible for Engineering design documentation along with Runbooks for Operations. • Partners with development/integrations team for platform support when needed. • Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure. • Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems. • Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe. • Manages vendors on escalated issues and projects specific to your area of influence. • Interacts directly with client related to issues, problems, or overall design. • Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support. • Willingness and ability to cross train others in the varying technologies related to area of influence. • Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.

🎯 Requirements

• BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required. • Expert knowledge of CISCO UCCE and CUCM Platform • Expert in creating CISCO eServices (Email, Chat, SMS or Social Media) routing strategies from scratch • At least 2 years of experience on Java • 5 years demonstrated experience delivering on multiple, simultaneous projects. • 5 years’ experience with vendor management and performance to ensure compliance with commitments and budget.

🏖️ Benefits

• Employees can work remotely