Overview Qualified candidates must have experience with Cisco Contact Center (CJP) or BroadWorks system administration functions including configuration of all CCaaS, services, e.g., Tenants, Agents, Call Flows, Auto Attendants, Hunt Groups, Call Flows, Call Centers, Call Routing, Users, Devices and Trunk Groups. They will serve as the customer’s single point of contact through the order inception, designing/planning, post-production consultation, and support. Proactively communicate and engage customers on specific customization or setting up their Contact Center Services.Responsibilities will include customer discovery, configuration and implementation of Hosted Voice Services to include Cloud Contact Center services. Build Voice VPN trunk users. Attend weekly customer project calls, participate in status updates or issue resolution. Conduct data gathering on the Contact Center, and design flow. Work with customers to create the announcements, greetings and menu recordings. Gather all customer porting information and attend events for activation and testing of call flows and agent numbers, features and services. Determine application configurations for best-solution features and functions on Cisco Cloud Contact Center or Broadsoft VoIP/SIP/Network IP Protocols as well as Polycom and Cisco phones.
Order EntryWorking knowledge and understanding of customer’s logical or virtual networking requirements for Masergy’s Cloud products. Must be able to formally capture these requirements within internal systems and customer service requirements documentation. This includes the creation of CCaaS user documentation and gathering Hosted service requirements.
Quality AssuranceVerifies service implementation detail with the customer for each service location to ensure that order details are accurate.
Project ManagementProvides a comprehensive Project Management function to ensure that critical service requirements are properly sequenced. Coordination requirements may include, equipment deployment and installation, local building wiring and dispatch coordination with vendors around the world. Responsibilities may also include procuring domestic and international local and toll free numbers and coordination of Local Number Portability (LNP) and RespOrg activities.
Internal Resource CoordinationCoordinate with internal resources such as Sales Engineering, Provisioning as well as NOC technical resources to ensure that service requirements are properly captured, service deployment and timing requirements are satisfied and that NOC resources are scheduled for testing and service activation.Reporting and Meeting ManagementProduce weekly reports and host regular conference calls with each customer to review the status of activity on each order. Provide user license information to the billing department.
Customer AdvocateMust act as an advocate for customers to ensure that critical needs are met. Proactively engage their management team as required to bring the requisite forces to bear on specific issues that may be customer impacting. Timely and regular communications with customers is essential.
5+ years of relevant telecommunications experience including:Service implementation project managementExperience in order coordination in a production, process-oriented organization.Customer presentation skillsAbility to understand network diagramsTime management and complex task organizationWorking knowledge of MPLS, VPLS, QOS, VoIP and IP Networking.Familiarity with telecom industry voice, data, and applications processesSTRONG CUSTOMER FOCUSExcellent written and verbal communicationsAbility to effectively work with all levels throughout the organizationPossess a professional attitude and work ethic in addition to being well organized and efficientAbility to deal with unforeseen situations and come up with logical solutions to these problems without outside instructionAbility to motivate people and work as part of a team