Overall Purpose
This role is a lead technical consultant for Consilium s professional services, primarily in the area of Cisco CCE (Contact Center Enterprise) technologies. This individual will be capable of independently implementing Cisco PCCE, UCCE, UCCX and CUCM solutions, integrating to these solutions, giving direction to junior implementation resources, creating technical design based on customer requirements, and providing advanced day-2 services and technical support. Key responsibilities include solution design, deployment, consulting, user training and technical support. At the presales stage, he/she will be responsible for analysing customer requirements, in conjunction with the customer's current system capabilities, creating solution technical design and Cisco BOM with the correct hardware and software products based on customer requirements. This is a role with a great opportunity to influence deployment success, customer satisfaction and productivity, and hence strengthen customer relationships and the success of the company. Drive and determination will be key to this role as this person will be an individual contributor to begin with, matrix managing delivery team members assigned for internal / external projects. This position will require travel for visits to client sites in India and overseas, and working remotely with customers in the Western hemisphere.
The role requires strong customer engagement, which requires the ability to partake in scope of work determination, product and services pricing and RFP/RFI responses.
Key skills include Cisco Unified Contact Centre Enterprise (UCCE: CUCM, ICM, CVP / IP-IVR), Cisco Unified Contact Centre Express (UCCX), eGain (Email Management and Chat), Calabrio, Verint and Consilium Uni products, and other unified communications, contact centre and CRM vendor technologies that may be introduced.
Responsibilities
1. Technical Presales a. Lead the requirements gathering, scoping and effort estimation exercise b. Develop sizing, VM layouts, BOM, statements of work and project work breakdown structure c. Providing demonstrations, presentations, training, consultation and Sales support services for the Sales team and clients. Able to manage and assist setting up of demo systems, pilots and proof-of-concept systems. d. Undertaking tasks requiring a high level of technical analysis, diagnosis and problem solving, qualifying the product/service fit to the client s business needs. e. Represent Consilium as a domain and product expert at webinars, customer summits, industry and corporate events 2.Implementation a. Lead the technical delivery of the solution. Provide the vision for the team by decomposing the solution into components, determining tasks and methodologies and assigning resources. Clear ongoing communication, direction and motivation to the team. b. Deliver the defined services package as part of project implementations (consisting of requirement analysis, product installation and interfaces, and consulting for business application configuration), either as an individual contributor for the more complex requirements for larger projects, or for the entire scope for smaller projects. c. Planning determine the technical constraints and dependencies for the project delivery, identify risks and mitigation strategies. Review project performance (completion, quality and effort) of the team. Working with the PM, make the necessary plans. d. Provide status reporting and escalation to the project owner (governance); this may be via a PM. Deliver technical project management for small to mid-sized projects. Work closely with Consilium Software project managers and other implementation team members to ensure quality and timely delivery of services following the established project methodology. e. Solution Quality robustness, standards adherence, meets design/architecture, maintainability. f. Test Strategy what do we test and how. g. Project Component Quality of the resource deliverables. h. Engagement closure: Deliverables sign-off and customer satisfaction survey i. Post-engagement: Contribute project artefacts (as-built) and methodology best practices to the team s knowledge base; advertise project success both internally and externally 3. Day-2 services a. Troubleshoot technical issues encountered in project implementations and production systems by working with peers and vendor technical support specialists. b. Change requests and enhancements: assessment, planning and delivery 4. Maintain and develop skills in relevant technical areas
5. Attain certifications in relevant vendor technologies
6. Perform onsite and remote technical delivery work as required
7. Assists management teams in assessment of additional technical resources
8. Contribute to development of best practices and Intellectual Capital
Requirements
Bachelor's Degree and 8-12 years relevant industry experience Cisco CCVP, CCDP, CCDA and Cisco CCIE certifications are desirable. Highly developed technical capability across a broad range of products / solutions, specifically related to voice deployments. 4+ years experience in telecom and voice technology design (to BOM level.) Mandatory: Experience in designing and implementing Cisco UCCE multi-site with call routing scripts for 500+ agents, as well as designing, implementing and integrating with Cisco CUCM (Call Manager / Unified Communications Manager.) Mandatory: Experience in designing and implementing the Cisco CVP (Customer Voice Portal) VXML and VVB solutions. Experience in implementing Cisco UCCX and Cisco IP-IVR is valued. Experience with large enterprise projects and working closely with highly skilled technical resources and project managers. Experience in creating responses to functional and technical elements of RFI s/RFP s Excellent verbal and written communication skills Self-starter mentality with the ability to excel in a dynamic environment Extreme attention to detail, follow-through, and teamwork Willing to travel up to 35% of the time, mostly within the Asia Pacific region. Education Requirements
Technical degree required. Languages
English professional competency
