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Cisco Contact Centre Engineer

Closing date
5 Mar 2021

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Technology & New Media
Contract Type
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Job Details

Opticore IT is a rapidly expanding specialist IT Service consultancy offering a wide variety of opportunities to work within challenging and exciting environments across our client base which spans multiple verticals including Finance, Media, Telecommunications and more.

Opticore are currently searching for a Contact Centre Engineer with experience in Cisco UCCE & ICM scripting to come and join our team of talented individuals on an Initial 6-month contract. As the latest addition to come and join the fold, you will initially be working with our client (In financial services) to work within a projects team focusing on change delivery of new features and optimisation of this large Contact Centre environment.

Currently, all opportunities are remote due to COVID19 however, when restrictions are lifted you will need to be prepared to travel into London on a part-time basis.

Here at Opticore we really believe in investing in our team, so learning and development really is a major focus for us. We have a dedicated Engineer Manager who works with you and your team to ensure success.

What we look for in a Contact Centre Engineer:
  • Highly personable and able to interact with stakeholders of all levels, across multiple clients
  • A "can-do" attitude and willingness to go above and beyond for the team
  • Process-driven and able to drive correct working practices amongst global teams
  • Enjoys working in a challenging, fast-paced environment
  • Ability to react in a structured and methodical manner to change
  • Experience of working in a strict change control environment
  • Proven ability to judge risk and impact
  • Ability to build relationships within the team and with client contacts

The Tech competencies our latest Contact Centre Engineer will bring:
  • CCNP voice, (CCIE voice preferred)
  • Proven experience with Cisco UCCE with the ability to troubleshoot complex issues
  • Solid understanding of ICM scripting
  • Exposure to contact centre environment with a minimum of 1000 agents
  • Technical authoring low-level designs, migration plans and change control documents
  • Understanding of the ITIL framework
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