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Senior Contact Centre Engineer – Cisco / Amazon Connect

  • CBD, Central Singapore, Singapore

Job description

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation in APAC markets and enhance their CX with mission-critical cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity and global reach to serve the diverse needs of enterprises operating regionally.

As we continue creating momentum for our products in the APAC region and helping customers with their communications needs, we are seeking a Senior Contact Centre Engineer – Cisco / Amazon Connect. This role requires focusing on our growing On prem/ cloud customer contact centre practice leveraging Cisco Collaboration and AWS ecosystem.

Want to be part of our journey?

Job requirements

What would you be doing?

  • Develop & support Contact Centre projects and solutions powered using Cisco & Amazon Connect and Understanding of Cisco Unified Communication, Contact Center, or Business Video architectures.
  • Able to design, deploy, and support Collaboration products with detailed experience in operation and configuration of Cisco network devices (for example, Cisco Gateways, Cisco Call Manager, Cisco Unity Connection, Cisco Presence Server, and more)
  • Working and building relationships with client technology leaders to harness the benefits cloud contact center technologies.
  • Development of best practice and knowledge sharing through several methods (e.g. blogposts, whitepapers, prototypes, proof of concepts, workshops, demos, breakout sessions)
  • Broad technical expertise with IP Telephony-related technologies, including: Voice Gateway, Unified Communications Manager, Cisco Contact Center Enterprise, Cisco Voice Portal (VP), Cisco Intelligent Contact Management (ICM)
  • Good understanding of IP Telephony protocols, including SIP, H323, MGCP, RTP, RTCP, VXML, and different codecs.
  • Experience with customer collaboration or contact center technologies, including: Agent Desktop, IVR Scripting, Contact Center Reporting, Troubleshooting
  • Highly analytical, possessing significant enterprise call center / telecom implementation and operations experience.
  • working on the design of amazon connect contact centre, development and deployment of enterprise supporting systems at scale

We would love to hear from you if you have:

  • Bachelor's/Master's Degree in Computer Science or related field.
  • 8+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment, particularly building application integration capabilities for CRM/ WFM platforms.
  • 5+ years of experience in Cisco Collaboration Technologies.
  • Experience and expertise building integrations across SSO / AD, CRM, Case management, WFM and other related contact center solutions
  • Experience with software development using one or more development or scripting languages (e.g., Java, Python, Golang, Node.js, PowerShell, c#)
  • Self-starter with deep hands-on work experience with production implementations on public cloud providers within large enterprises.
  • Demonstrated skills in leadership, communication, coaching, analysis, troubleshooting, and problem solving.
  • Strong written, verbal, and chalkboard skills.
  • Ability to talk about collaboration architecture, design, and implementation strategies at high-level or lowlevel with customers and partners.
  • Understands and can articulate the technical merits and value of Collaboration technologies.
  • Strong customer interaction and architectural skills.
  • Proven ability to document appropriate technical information to serve as base for training, technical operations run books, and knowledge objects.

What would you get?

  • Flexible working locations
  • Training and Development
  • Discretionary Yearly Bonus & Salary Review
  • Healthcare Coverage based on location
  • 20 days Paid Annual Leave (excluding Bank holidays)

If you would love to experience working in a start-up growing at an accelerated speed, and you think you tick most of the requirements, join us!

  • CBD, Central Singapore, Singapore


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