Design Engineer Professional

Location

Bangalore | India

Job description

• Our team plan, design, develop, test, maintain, support and deliver BTs Cloud Contact platforms and services, underpinning the BT Global Services cross-portfolio strategy and the Cloud Contact product family

• We provide services for multinational customers, supporting them to utilise cloud technologies to maximise their business performance and to provide excellent customer experience

• The role holder will provide industry leading customer service and support to our customers.
• The role holder will be part of a team of 3rd line support engineers who support a variety of contact
• centre solutions. These solutions vary from single-site customer premise systems, to multi-site (and multi-country), corporate voice and virtual contact centre solutions.
• The role holder will interface to customers at various levels, but in particular will establish and develop
• relationships with customer s key technical contacts in order to help resolve tickets
• The role holder will, as an acknowledged expert in designated areas, provide technical consultancy to internal and external customers.
• The role holder will be responsible and accountable for our customer s satisfaction in addition to resolving incidents within the defined Service Level Agreements.

What You'II be doing

• You will provide world class service standards for International business customers with in scope platforms through the delivery of agreed quality of service targets and key objectives

• Work proactively to minimise customer service impacts and incidents

You'II be:

• Living the BT values and using the BT behaviours every day
• Managing major customer service issues proactively and reactively within SLA. Provide Root Cause Analysis and own appropriate plans.
• Own 3rd line platform and service issues, driving for resolution when required with other 3rd parties, across GCS and beyond.
• Accountable for the performance and stability of all supported Cloud Applications.
• Embrace CI methodologies and process , contribute to improvements across GCS and beyond.
• Investigating, advising and adopting technical and process improvements and enhancements to improve the performance and customer satisfaction of in scope platforms and services.
• Join the Technical On Call rota

Skills required for the job

• Knowledge of Cisco UCCE/HCS/WxCC/WxCE
• Knowledge of LAN/WAN, TCP/ load balancers, firewalls, switches, routers etc
• Knowledge of relevant BT processes including ITIL processes.
• Communication and team-working skills.
• Experience in management of a team of experts.
• Awareness of the PTT regimes, technical requirements, organisations and processes.
• Awareness of regulatory issues.
• Experience in handling a diverse customer base. (Global Customers)
• Knowledge of Standard application software like Microsoft Office and e-mail systems.
• Mandatory: knowledge of Cisco UCCE/HCS/WxCC/WxCE
• Mandatory: Knowledge of LAN/WAN, TCP/ load balancers, firewalls, switches, routers etc
• Mandatory: Knowledge of relevant BT processes including ITIL processes.
• Mandatory; Communication and team-working skills

Experience you would be expected to have

• Minimum of Associate but preferably Professional or Expert in CISCO Contact Centre qualifications.
• 3+ years experience in CISCO product and Service. MANDATORY
• Experience and active contributor to a CI Silver Accredited team. PREFFERED.
• Consultancy experience in a problem-solving MANDATORY.
• Experience in managing complex workloads to time constraints. MANDATORY

The skills You'II need

• Troubleshooting

• Infrastructure Configuration

• Debugging

• Continuous Improvement

• Application Performance Monitoring Alerting

• Release Management

• Programming/Scripting

• Operating Systems

• IT SecurityCloud Computing

• Data Analysis

• Agile Methodologies

• Software Testing

• Continuous Integration/Continuous Deployment Automation

• Orchestration

• Incident Management

• Decision Making

• Growth Mindset

• Inclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

Job tags

Salary