Job
Description
Key Responsibilities: Department Overview: The Global Collaboration Services team is a part of the End User Services organization at Chubb with primary responsibility for operations of all corporate and contact center voice, video and web conferencing services globally. We work with various architecture and engineering teams to implement design patterns providing low-cost, highly available, flexible and secure solutions. With service in over 50 countries, we are relentlessly focused on driving and improving the end user experience thru advancement of technology, process improvement and enhanced partnerships with our stakeholders. Job Description Successful candidates will be responsible for the implementation and support of on-prem solutions as well as playing a primary role in our move to UCaaS and CCaaS cloud solutions. The candidate will work with our infrastructure architecture and project teams to build, test, and deploy new solutions along with creating migration strategies to retire legacy technology. Accountabilities: Lead project teams as subject matter expert for the implementation of UC and Contact Center solutions Deploy/migrate sites and solutions and consolidate distributed telephony technologies to our global platforms including configuration of gateways Interface with business partners for requirements gathering and implementation of call flow modifications (CUCM, CVP and future cloud platforms) Provide escalation support for L2 operations team Create operational documentation of new solutions Assist in managing vendor partners to ensure SLAs are being met Qualifications: 5+ years relevant experience working in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services) Demonstrate a professional level understanding of UC and/or Contact Center design patterns for solutions with Cisco, Nice inContact, Genesys and Microsoft Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions Proven technical troubleshooting skills in a complex environment with 3rd party integrated solutions Experience with global telecommunications providers SIP trunking and TDM solutions and their regional routing and regulation requirements Knowledge and experience with network infrastructure (QoS, routing, DHCP, DNS and ability to packet capture/troubleshoot) Understanding of security infrastructure with respect to implementing collaboration services (firewall, VPN, certificates, encryption, etc) Experience with project management methodologies (Agile, SDLC, DevOps etc) Excellent communication and documentation skills with ability to interface with business users and executives as well as other architecture/engineering teams to create diagrams, call-flows and implementation presentations for technical and non-technical audiences Must be self-starter with ability for deep independent work as well as collaboration with others in a distributed global team Education: Bachelor’s degree or equivalent work experience Professional level certifications (CCNP-Collaboration or higher Qualifications At least 8 eight years of relevant experience with Contact Center, ACD, IVR, WFM, and recording services including architecture design, configuration, implementation projects, and complex system integrations. Experience transforming distributed contact center systems into global technology standard Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment. Strong platform experience with leading collaboration technologies and certifications are a plus. Experience with any of the following: o NICE CXOne, inContact o Genesys PureCloud / Engage Cloud o Cisco Contact Center Enterprise o Avaya Contact Center Hands on engineering expertise building call flows and platform configuration, including API integrations and voice & chat infrastructures. Experience configuring integrations with global telecommunications providers, SIP trunking, and knowledge of global routing and regulations. Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations. Ability to manage multiple projects in a dynamic environment and experience with project delivery successes that include deploying new technologies, softphones, mobile workforces, and unified communications systems. Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations Knowledge and experience engaging with networking infrastructure teams (Firewall rules, QoS, Routing, Packet Captures, DHCP, DNS, Active Directory, etc.) Understanding of security infrastructure within the context of collaboration services (firewalls, VPN, key management, encryption, certificates, etc.) Strong ability to identify, understand and communicate business needs and application architectures for technical projects. Excellent communication and collaboration skills; ability to effectively communicate across all levels is required.
