Implementation Engineer (Cisco/Omnichannel CX)

Implementation Engineer (Cisco/Omnichannel CX)

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

1. 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.
2. Strong Knowledge in CISCO UCCE , WEBEX Connect and Java
3. Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.  
4. Partners with the Business and Service Delivery team to assist with new Program solutions. 
5. Responsible for Engineering design documentation along with Runbooks for Operations.
6. Partners with development/integrations team for platform support when needed.
7. Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
8. Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
9. Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
10. Manages vendors on escalated issues and projects specific to your area of influence.
11. Interacts directly with client related to issues, problems, or overall design.
12. Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support.
13. Willingness and ability to cross train others in the varying technologies related to area of influence.
14. Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.

Qualifications

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 Elements
• 5 years demonstrated experience delivering on multiple, simultaneous projects.
• 5 years’ experience with vendor management and performance to ensure compliance with commitments and budget.

Additional Information

• Demonstrated experience in vendor management
• Knowledge of Avaya and Cisco CUCM is a plus