The Global Collaboration Services team at Chubb, part of the End User Services organization, manages corporate and contact center voice, video, and web conferencing operations globally, focusing on delivering low-cost, reliable, and secure solutions.
Responsibilities:
- Lead project teams as subject matter expert for the implementation of UC and Contact Center solutions
- Deploy/migrate sites and solutions and consolidate distributed telephony technologies to our global platforms including configuration of gateways
- Interface with business partners for requirements gathering and implementation of call flow modifications (CUCM, CVP and future cloud platforms)
- Provide escalation support for L2 operations team
- Create operational documentation of new solutions
- Assist in managing vendor partners to ensure SLA’s are being met
Qualifications:
- At least 5+ years of relevant experience in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM).
- Proficient in UC and Contact Center design patterns and solutions using Cisco, Nice inContact, Genesys, and Microsoft technologies.
- Experienced in deploying and supporting leading collaboration/contact center solutions, including Nice inContact, CUCM, UCCE, and WebEx Calling.
- Strong technical troubleshooting skills in complex environments, including 3rd party integrated solutions and familiarity with SIP trunking and TDM solutions.
- Knowledgeable in network infrastructure (QoS, routing, DHCP, DNS) and security measures for implementing collaboration services (firewall, VPN, encryption).
- Excellent communication and documentation skills, capable of interfacing with business users and executives, and collaborating effectively within a distributed global team.
Benefits:
- Day 1 HMO + 2 dependents upon regularization
- Retirement Benefits
- Hybrid set up