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CCS Operations Engineer (Call Recording)
at Cable & Wireless in Bracknell, UK
Job Description
WHAT ARE WE ALL ABOUT?
Cable&Wireless Worldwide has a history stretching back more than 100 years. Throughout this time we’ve constantly evolved, adapting to the needs of a changing communications marketplace.
Today, we’re one of the best performing telecom companies in the world and a market leader in the delivery of business critical communications. We work with some of the largest users of telecoms including; Tesco, National Grid, AT&T, Aviva, Morrisons, Centrica and the UK Government.
Our promise is to create a new way for our customers – a way focused on engaging with them differently, delivering brilliant service and brilliant value and a way that helps them achieve their business aims.
We recognise that the only way we can build on our success and deliver on our promise to our customers is through talented people – they’re our most important investment and our key point of differentiation – and we treat them as such!
Overall role Purpose
* To perform 3rd Line Support activities for the Contact Centre Services Platform. * To ensure that routine and ad hoc maintenance activities are carried out on the Contact Centre Services Platform, including major upgrades. * To respond to failures in any component of the Contact Centre Services Platform. * To take part in testing and design activities as required.KEY Accountabilities
* Platform Guardian and Maintainer * Fault Resolution, Problem Management and Root Cause Analysis * Maintain Vendor Relationships * Change Management for CCS Operations * Platform and Software Upgrade Support * Project Support * Mentoring and Support to 2nd Line Engineers and Development Teams * On Call Support 24*7 * Maintain Customer Support and Relationship – Internal and External * Working relationships and interfaces * Customers * Vendors * C&W Account Management * C&W Service Management * C&W Inter-Departmental * CCS 2nd Line * CCS Development * CCS Designtechnical competencies (Skills and Experience)
Essential
* Witness Call Recording – Impact 360 Suite * CM – Call Recording – IP + TDM envoriments, includes IVR recording platforms * Good working knowledge of Witness QM, WFM, CAM Applications * Windows 2000/2003 Administration and Active Directory * Knowledge of SQL for the use of customised reporting and interrogation * PC/Server Hardware * Basic understanding of LAN, WAN and firewallsDesirable
* Knowledge in voice and data networks * CISCO ICM software, Cisco IPCC, Call Manager & CAD * Knowledge of ACDs: Aspect, Avaya, DMS 100, Rockwell, Symposium * Ultra 9,10 * Speech Analytics Module * Knowledge of Antivirus Application Suites – e.g McAfeeQualifications
* Honours Degree or equivalent Telecommunications certification or relative experienceViewed: 11 times