实施工程师 (Cisco/全渠道CX) - CONNECT
Implementation Engineer (Cisco/Omnichannel CX) -CONNECT
我们是 One Sutherland — 一个全球团队，每个人都在共同努力创造突破性的解决方案。我们的员工在一个思想、经验和背景多样化的环境中茁壮成长。我们庆祝并全心拥抱这种多样性。Sutherland 是一家平等机会雇主。我们通过专业地行事并互相帮助，实现“One Sutherland Team, Playing to Win”的目标，营造积极的工作环境。
Sutherland 成立于 35 年前（1986 年）。从那时起，我们已成为领先的全球业务流程和技术管理服务提供商，提供以分析驱动的后台和面向客户的解决方案组合，支持整个客户生命周期。
- 负责 Sutherland CISCO UCCE 和 CUCM 平台的设计、实施和支持。当前平台包括 Cisco ICM、CUBE、CISCO Call Studio、CVP、全渠道解决方案如 Cisco Routing、Inbound Voice、Cisco Email、Cisco Chat、Cisco Social Media、CISCO SMS、语音分析、Proactive Contact、CallBack、Outbound campaign Manager 等。
- 精通 CISCO UCCE、WEBEX Connect 和 Java
- 与 Sutherland 内部的合作伙伴团队紧密合作，收集业务需求，并确保我们的技术方案满足这些需求。
- 与业务和服务交付团队合作，协助新项目解决方案的实施。
- 负责工程设计文档以及运维运行手册。
- 在需要时与开发/集成团队合作，为平台提供支持。
- 开发监控解决方案，为基础设施团队提供主动监控能力，并利用这些指标持续优化基础设施。
- 进行测试并制定灾难恢复计划，以检测故障、减少故障影响并备份系统。
- 提供最高级别的技术支持，确保问题在最短时间内得到解决。
- 管理供应商，处理与你所影响领域相关的升级问题和项目。
- 直接与客户沟通相关的问题、故障或整体设计方案。
- 指导工程师和 IT 解决方案技术人员，确保他们能够顺利过渡到运维团队，获得平台支持。
- 愿意并有能力对其他人在你所影响领域的各种技术进行交叉培训。
- 设计和
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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.
- 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.
- Strong Knowledge in CISCO UCCE , WEBEX Connect and Java
- 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.
Our most successful candidates will have:
· 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.
All your information will be kept confidential according to EEO guidelines.