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.
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
