Your Role and ResponsibilitiesKey Responsibilities:Network Administration:- Manage and maintain network infrastructure to ensure optimal performance and reliability.- Monitor network performance, troubleshoot issues, and implement solutions to minimize downtime.- Configure and manage network devices, including routers, switches, and firewalls.Telephony:- Oversee the telephony systems, ensuring seamless communication within the contact center.- Configure and manage VoIP systems, including setup and maintenance of phone lines and extensions.- Troubleshoot telephony issues and coordinate with vendors for resolution.Cisco Unified Contact Center:- Administer and support the Cisco Unified Contact Center Enterprise (UCCE) environment.- Configure and manage call routing, IVR systems, and agent profiles.- Monitor system performance, conduct regular maintenance, and implement updates as needed.Programming:- Develop and maintain scripts and applications to enhance contact center operations.- Automate routine tasks and processes to improve efficiency.- Collaborate with IT and development teams to integrate new technologies and solutions.Required Technical and Professional ExpertiseBachelor's degree in Computer Science, Information Technology, or a related field.Proven experience in network administration and telephony systems.Expertise in Cisco Unified Contact Center Enterprise (UCCE) administration.Strong problem-solving skills and the ability to work under pressure.Excellent communication and interpersonal skills.Preferred Technical and Professional ExperienceProgramming languages such as Python, Java, or C++.Certifications in Cisco (e.G., CCNA, CCNP) or related fields.Experience with other contact center technologies and platforms.Knowledge of database management and SQL.Required EducationNonePreferred EducationBachelor's DegreeAbout Business UnitIBM Consulting is IBM's consulting and global professional services business, with market-leading capabilities in business and technology transformation.
With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world.About IBMIBM's greatest invention is the IBMer.
We believe that through the application of intelligence, reason, and science, we can improve business, society, and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Country/RegionMexicoState / ProvinceJaliscoCity / Township / VillageGuadalajaraIBM Business GroupConsultingPrimary job categoryTechnical SpecialistEmployment TypeFull-TimeTravel RequiredNo TravelCompany(0390) IBM de Mexico Comercializacion y Servicios#J-18808-Ljbffr