Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

• A PROUD HISTORY OF OVER 75 YEARS
• FY22 REVENUE 10.4 BN USD
• WE’RE PRESENT IN 66 COUNTRIES
• OVER 1,400 ACTIVE GLOBAL CLIENTS

Role-Cisco Contact Center Consultant

Location-Lansing, Michigan, United States

Job Description

Consultant to perform task related work as described below (administrative, design, engineering, technical, implementation with Level 2 technical support, training and knowledge transfer to the customer.) In this role the Consultant will follow all established processes to design, deliver, document and support assigned IP Telephony and IP Contact Center requests for new service or changes from existing agency clients. Additionally, the consultant will be responsible for the troubleshooting and repair of these services and will be required to use the StoMi PLATFORM SERVICES standard delivery service management tools (BMC Remedy and SMMS). Required skills for this position include Telecommunication devices such as Cisco Call Manager, UCCX, PCCE, Switches, Routers and other related devices.

Requirements

• The consultant will work on the following tasks:
• Operational Support of the PCCE platform in support of DTMB-PLATFORM SERVICES Contact Center Responsibilities.
• Work with MiECC as they manage the application to provide support primarily from the CUCM end. Assist MIECC with applications when required (Or MiECC unavailability).
• Add in any future contact centers onto the PCCE platform, this including script design, phone build out, agent/supervisor adds, etc.
• Assist in support of Agency’s on the UCCX platform, including operational support, and buildout for any contact centers when required. Support for enhancements to existing contact centers on the CCX platform.
• Work on any StoMi Contact Center related tasks as required, operational or upcoming products.
• Increase capacity and decrease cycle time needed to deliver and maintain Telecommunications services to agency clients.
• Perform assessment, design, engineering, installation, testing, implementation support and repair of the StoMi Cisco IP Telephony and Contact Center solutions to facilitate customer satisfaction with DTMB as their service provider.
• Perform monitoring, provisioning, and repairing of Cisco Telephony systems including Call Manager components, UCCX, PCCE, switches, routers, Cisco remote access systems and other related support systems.
• Consultant will perform as Telephony Services IPT team member and be responsible for the timely delivery of all assigned projects and related administrative support tasks.
• Act as the escalation point for most standard phone issues related to UCCX/PCCE users that require admin rights.

Preferred Requirements

• Working hours for this engagement will be normal business hours (Monday to Friday, 8AM to 5PM excluding holidays), with the exception of any work that would interfere with the customer’s business or operations such as upgrades to live equipment.
• Work location for this engagement will be in Lansing MI and/or at the Ops Center in Dimondale MI
• All work will be performed on consecutive workdays unless otherwise agreed upon in the project plan.
• Deliverables will be furnished using Microsoft Office products (Word, Excel, PowerPoint, Project, Visio) as appropriate and the customer’s business applications such as Remedy and SMMS.

Expected annual pay for this role ranges from $110,000 to $120,000. Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law