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Cisco Telephony Engineer - Bed Bath & Beyond (IDC)


3 - 8 years
Posted: 2019-05-03

Job Description

Seeking a talented Cisco Telephony Engineer. You will collaborate with internal IT and business teams to implement best in class solutions for a multi-site, multi-business line, high volume servicing contact center environment. This role is more than just an Engineer or an order taker. The ideal candidate will be a true Solution Consultant, challenging the status quo, providing new and innovative ways to solve complex business problems.

Technical skills:

  • Minimum 3+ years Cisco UCCE software [ICM, CVP, IP-IVR] Enterprise development and deployment experience, including scripting, configuration and call routing. 
  • IVR integration design and deployment. 
  • Create, Implement, and Support ICM and CVP call routing scripts and required\reports. 
  • Experience developing widgets and CTI integrations using Cisco Finesse Desktop. 
  • Understanding of Call Recording, Call Routing, Agent Profiling, Precision queuing, Voice Response Concepts and Configurations. 
  • Understanding of Cisco ICM/CCMP/CVP/CUIC and experience troubleshooting related issues. 
  • Sound understanding of end to end VOIP Telephony Architecture. 
  • Familiarity with Oracle service cloud and Harmony Cisco integration a plus. 
  • Preferred experience within Call Center environment. 

Job responsibilities:

• Administer, and/or maintain Cisco Unified Communications systems including but not limited to CUCM, Unity, UCCE, CVP, and call recording systems. 
• Maintain documentation of the UCCE environment and operational procedures. 
• Support operational tasks related to contact center agent environment. 
• Experience with a disciplined development methodology and release management process. 
• Demonstrate sharp, analytical, problem solving, and decision-making skills.

• Should be ready to work in 24/7 business support environment. 
• Demonstrate self-motivation and the ability to grasp concepts quickly.

Cisco certifications are a big plus 
• UCCE Specialist certification

• UCCED or UCCEIS exam

About Company

BBBY India Development Center (IDC) is an extension of its US-based IT teams. BBBY has partnered with Intersoft/VServ to boost up their technological vertical. Intersoft/VServ will be instrumental in setting up the core technology teams at its Gurgaon facility that will cater to the development and support of the core products/platform needs. The dedicated team at VServ is committed to assist business needs today and Beyond.
About Bed Bath & Beyond, Inc.
In 1971, Bed Bath & Beyond Inc. was founded as an American chain of domestic merchandise retail company based at Springfield, New Jersey in the USA. The company is listed in NASDAQ and included in the S&P 400 and Global 1200 Indices. It is also counted among the Fortune 500 and the Forbes Global 2000.
The Company operates in two segments: North American Retail and Institutional Sales.
By 1985, BBBY was operating across 17 stores in the New York metropolitan area and California. Also in 1985, the first superstore was opened, as an attempt to remain competitive and diversified further.
BBBY has acquired 8 companies in last few years namely Christmas Tree Shops, Christmas Tree Shops and That! or and That! (Collectively, CTS), Harmon or Harmon FaceValues (collectively, Harmon), buybuy BABY (Baby) and World Market, Cost Plus World Market or Cost Plus (collectively, Cost Plus World Market).
Currently, BBBY has more than 1,530 stores plus its various Websites, other interactive platforms and distribution facilities.
Bed Bath & Beyond is a $12 billion+ US based omni channel retailer operating 1500+ large format stores and ecommerce websites under Bed Bath & Beyond, World Market, Buy-Buy Baby, Christmas Tree Shops concepts. Bed Bath is a leader in products and services for home and heart felt events such getting married moving to a new home, having a baby, going to college.
Bed Bath Tech is making heavy investments in new digital, marketing and supply chain technologies to create a differentiated customer experience across concepts, digital and brick & mortal touch points, and personalized journey to purchase.
To create such an experience, the organization is promoting in-house architecture and engineering focus, hiring best talents from across the globe to work on most complex problems and build solutions that are highly scalable, secure, and seamless. The new teams are expected to build services using Microservices Architecture on Google Cloud (GCP), Data-as-a-service, using Open Source and cloud native technologies such as Java/Spring Boot, Kubernetes, Python, React, Cassandra, Kafka, Big Table and others. The teams will also be exposed to cutting edge monitoring & logging tools such as New Relic, Sumo Logic, Stack Driver etc.
To deliver on our vision, we are scaling up new software development and engineering teams in Gurgaon, IN offices to take advantage of strong technical talents in the Indian market. The technical teams in Gurgaon offices will work on Cloud native and open source technologies in an Agile development environment to construct new services & solutions for North American markets.
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