Deloitte Cisco Unified Contact Center Enterprise Architect in Memphis, Tennessee
Work you ll do
The Contact Center team has aligned to provide design and advisory services in order to assist with the deployment of a telephony solution for a Department of Defense agency acting as a technical project management resource with expertise in Cisco Unified Contact Center Enterprise. The Contact Center team will coordinate activities related to the design and implementation of an integrated enterprise-wide Contact Center/Telephony solutions integrated into a Salesforce instance.
As a Cisco Unified Contact Center Enterprise Solutions Architect you will:
Bring in depth product knowledge of Cisco Voice platform for Call and Multi-Channel Routing, Advanced Speech Recognition tools, Omni-Channel solutions, WFO Optimization (Contact Recording, Quality Management and Workforce Management) and Web Collaboration products that integrate into the Salesforce product suites is required
A successful Solutions Architect will have several years of experience designing, implementing and supporting large scale enterprise class cloud contact center deployments supporting with 1000 agents.
Manage the design, build and implementation of Cisco solutions as well as provide on-going support for related systems
Provide expertise in the plan, design, build, implementation and operations of tasks for complex converged networks
Support telephony systems as well as integrated network environments for DoD, Civilian and State & Local contact centers and back office business units
Partner with outside service providers in support of the environment, as well as manage devices in accordance with best practices and Federal security standards, approved methods, and procedures
Work in large enterprise-class network environments, supporting converged technologies
Lead discovery-related conversations, workshops, and associated deliverables for stakeholders
Anticipate client needs and formulate solutions to client issues
Manage, mentor, coach and train junior staff on an ongoing basis
Our Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer growth strategies and innovation portfolios to create and drive change in a digital world. We bring knowledge and offerings to uncover the behaviors, motivations and preferences of our clients customers and develop new experiences for them. Our team of professionals has deep capabilities in strategy, customer experience, digital strategy and innovation.
We deliver set of customer focused work:
Customer Strategy | Help clients build capabilities to better understand customer value drivers and make choices about the markets and segments they serve through digital, social, and mobile channels; optimize pricing decisions and shape the most strategic issues on the CMO agenda
Customer Experience | Help clients improve the quality, nature and power of interactions between the customer and the organization across the lifecycle of sales, marketing and service at each touch point.
Applied Innovation | Help clients rapidly design, prototype and launch new businesses and experiences, translating insights on human behavior from design-led methods into offerings and technologies that delight customers and drive growth
Digital Strategy | Help clients understand, envision and articulate digital as a business strategy aligned with their CEO s agenda and then craft a plan to embed everything they do with the latest technology solutions and business models to compete in the marketplace for customers and talent
Bachelor s degree in Engineering, Telecommunications or relevant discipline OR over 15 years of contact center experience in lieu of bachelor's degree
Eligible to work for any employer without sponsorship and ability to complete background investigation
8years contact center technology and operations experience using Cisco
4years within a technology leadership role
Strong client service and consulting skills
Experience with Unified Voice Communications
While travel is up to75%, due to COVID-19 all non essential business travel is suspended until further notice
How you ll grow
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Category: Management Consulting
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