Poste :    Level 2-3 support Specialist - contact center
Domaine :   Assurance
Créneau :   Infrastructure
Lieu :   Montréal
Description :
  As part of its projects, Cofomo is currently looking for a Level 2-3 support Specialist - contact center to achieve a mandate with one of its clients.

The main responsibilities are:

Reporting to the Operations and support – Contact Center Infrastructure, you will be responsible for supporting the Contact Centre infrastructure on the Cisco Enterprise platform (UCCE) and all other Contact Center applications.
As part of your duties, you will be responsible of maintenance and troubleshooting incidents and alarms on the platforms. You will also be responsible for defining the solution, performing the programming, implementing the solution into production and building the required technical and operational documentation if required. Will be required to be on duty rotation to support the platform and make production implementation after business hours.


The required skills and competencies are:

MUST HAVES
Cisco Unified Communications Manager (Call Manager) * 5 yrs
Cisco Unity Connection * 5 yrs
Cisco Unified Intelligent Contact Management Enterprise (ICM)
Cisco Unified Customer Voice Portal (CVP)
Operation Manager (OM)
Provisioning Manager (PM)
NICE Resource Optimization – Total View
Verint – Ultra Call Recording tool
VIM – Reporting and Real time Display (Exony)
Script Editor
Call Studio
CUSP, CUBE, VXML gateways
Protocols
SIP (VoIP)
Q.931 (ISDN)
TCP/UDP
RTP

NICE TO HAVE
Banking/Financial/Insurance Industry

Bachelor’s degree in an appropriate discipline (an asset).
Minimum of five (5) years of relevant experience.
Bilingualism both oral and written.
Solution integrator profile.

Thank you for expressing your interest in Cofomo.
You can visit our web site at www.cofomo.com.

***We are located at 1000 de la Gauchetière Ouest, suite 1500***
Date de création :   2013-11-04
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