Job Description :
Standard PM Level 4 Requirements plus:
Experience with global deployments of network projects
Experience with legacy PBX migrations to IP Telephony
Experience with deployment of Contact Center solutions
Manages:
Implementation of enhanced functionalities such as Call & Screen Recording, Call Quality Mgmt., Skill based call routing, enhanced IVR, Speech Analytics, Enhanced Work Force Management, advanced reporting, etc. as documented in user specification requirement per site.
Replace current Contact Center integration platform, NICE system, with Verint Cisco cloud solution
Maintain current CRM & ERP integration to provide 360 degree view of customers and design “Service Now” integration for HR services
BT to host the Call Center solution with resilient and highly stable/available infrastructure
Complete implementation of Cisco HCC and OCC for USEH & USAT by Q4 2018
Migration of Avaya PBX based endusers to IPT
Replacement of hardphones by softphones where feasible
Retire legacy Avaya premise PBX system to avoid higher service costs associated with extended support