Required Skills

Experience of working within teams. Experience of managing the day to day incidents and requests. Providing technical fixes to IT Services.The Network Engineer position is responsible for participating on a virtual project team providing design and overall technical direction as well as implementation services for globally deployed Cisco call center applications, including ACD, as well as supporting workforce, ticketing and knowledge management applications. The Call Center Systems Senior Engineer will work with the appropriate business groups as well as other IT teams to ensure that Call Center Systems meet company needs and strategic plans.

Duties and responsibilities:

• Participate in the design of a diverse Call Center (IPCC) environment being integrated to a centralized Cisco platform that will be leveraged across all of Thomson Reuters.

• Design and implementation across platforms in the call centers involving CTI integration to switching platforms, dialers, call recorders and desk top platforms, as well as call flows design and call routing scripts.

• Maintain and support Cisco's UCCE and related Cisco IP telephony infrastructure.

• Administer and troubleshoot Call Center systems, IVR, Call manager, Voicemail systems and the supporting infrastructure.

• Create, implement and support call routing scripts (ICM and CVP Scripting) and required reports.

• Maintain documentation of the environment and operational procedures.

• Carry a 24x7 pager and participate in rotating pager schedule. Minimum 2 years experience on relevant field

• Knowledge on CVP and call studio added advantage