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Description
WBG Context
Established in 1944, the WBG is one of the world’s largest sources of funding
and knowledge for development solutions. In fiscal year 2018, the WBG
committed $67 billion in loans, grants, equity investments and guarantees to
its members and private businesses, of which $24 billion was concessional
finance to its poorest members. It is governed by 188-member countries and
delivers services out of 120 offices with nearly 15,000 staff located
globally.
The WBG consists of five specialized institutions: the International Bank for
Reconstruction and Development (IBRD), the International Development
Association (IDA), the International Finance Corporation (IFC), the
Multilateral Investment Guarantee Agency (MIGA), and the International Centre
for the Settlement of Investment Disputes (ICSID). The World Bank is
organized into six client-facing Regional Vice-Presidencies, several
corporate functions and thirteen Global Practices to bring best-in-class
knowledge and solutions to regional and country clients.
ITS Vice Presidency Context
Information and Technology Solutions (ITS) enables the WBG to achieve its
mission of ending extreme poverty by 2030 and boosting shared prosperity in a
sustainable manner by delivering transformative information and technologies
to its staff working in over 130 client countries.
ITS services range from establishing the infrastructure to reach and connect
staff and development stakeholders; providing the devices and agile
technology and information applications to facilitate the science of delivery
through decentralized services; creating and maintaining tools to integrate
information across the World Bank Group, the clients we serve and the
countries where we operate; and delivering the computing power staff need to
analyze development challenges and identify solutions.
The ITS business model combines dedicated business solutions centers that
provide services tailored to specific World Bank Group business needs and
shared services that provide infrastructure, applications and platforms for
the entire Group. ITS is one of three VPUs that have been brought together as
the World Bank Group Integrated Services (WBGIS), to provide enhanced
corporate core services and enable the institution to operate as one strategic
and coordinated entity.
ITSGC Department Context
The Global Telecom and Client Services (ITSGC) department provides global
communications and client services, products and support for all member
organizations across the World Bank Group. Services provided by ITSGC
include; global network, unified communications (Telephony and
Video-conferencing), end-user device and mobility service provisioning, IT
support, as well as coordination and implementation of all infrastructure
projects facing WBG country offices.
The Unified Communications (ITSCU) unit is seeking an experienced IT
professional who will support the current Contact Center Enterprise and IP
Telephony infrastructure that has been deployed for World Bank Group users
globally. This position will report to the ITSCU Service Manager for Voice
Solutions and support the unit’s work program and service delivery to
institutional business clients. The position will work closely with other
teams within and outside of ITSGC, including the video services team, the
network engineering team, server and infrastructure delivery teams, as well
as client services colleagues.
Duties include implementation, maintenance, administration, documentation,
troubleshooting and support of ITSCU's Cisco based Contact Center Enterprise
architecture; comprising of CVP, VXML gateway, CUIC, ICM, Finesse gadgets and
Recording components together with core Cisco UC components.
The successful candidate should be well versed in Cisco Contact Center
Enterprise and Unified Communications technologies, and who also has a
working knowledge of Cisco Voice and Network components coupled with system
administration. He/she will be a methodical problem solver and will analyze
and resolve business challenges. He/she must possess a desire to learn and
adopt new processes for continual improvement and to keep abreast of new
technologies.
This position will be participating in an on-call rotation and may be called
upon to work off-hours to support customer escalations. Some shift work,
weekend maintenance and standby support will be required.
Roles and Responsibilities:
• Create, maintain and support medium to complex scripts in the Cisco UCCE
environment
• Experience with analyzing business requirements and scripting of new call
flows for call centers, including documentation, Visio diagrams and UAT
testing with end users
• Provide configuration, support and troubleshoot Contact Center Enterprise
(UCCE) components: ICM, PG, CVP, VXML, CUSP, CTI, CUIC, Finesse, Live Data
Server, and Call Studio scripting
• Provide:
- Tier 2 and Tier 3 support for UCCE incidents
- Mentoring and support for Contact Center agents and supervisors
- CUIC Reporting support
• Good understanding of Finesse gadgets – design, development, integration,
testing, and implementation.
• Perform routine tasks including move, add, change, and delete (MACD) for
UCCE contact service queue; agent/supervisor configuration and support
routine system maintenance.
• Experience with generating custom reports in CUIC
• Experience with NICE recording solution, work force management and other
Recording solutions
• Work with Cisco TAC (HDS, CUIC, Finesse, CVP, Rogger, and PG's) in
incident/problem resolution and root cause analysis
• Proactively identify problems, monitor performance, Schedule and execute
equipment repairs, preventive maintenance, and routing changes with minimal
end user disruption per the guidelines of the Change Control Process.
• System performance & ticketing (Incidents, MACDs) reporting [Daily,
Monthly or Quarterly reporting as required]var boomerang_ip
="49.207.134.189"
Selection Criteria
• Bachelor's degree in Computer
Science or equivalent level of experience with industry certifications in
Information Technology, Networking (VOIP and Call Center)
• 4 to 6 years on Cisco Contact Center Enterprise Administration and
Troubleshooting (UCCE): ICM, PG, CVP, VXML, CUSP, CTI, CUIC, Finesse gadgets.
• Experience with Network Management tools
• Ability to work independently and with a strong sense of system ownership
• Collaboration skills and attention to detail
• Strong analytical and organizational skills
• Able to work independently and as part of a team, and solve problems using
creative solutions
• Ability to organize and prioritize workload and remain flexible in an
environment of constantly changing priorities
• Experience with Voice recording platforms
• Being Proactive
Preferred additional Skills:
• Unified Communications Administration and Troubleshooting knowledge: CUCM,
CUC, IM&P, Cisco Jabber, CUBE/ Voice gateways, voice circuits (SIP
trunks).
• Good knowledge of Session Initiation Protocol (SIP), Real-Time Transport
Protocol (RTP), G.711 and G.729 codecs, Digital Tone Multi Frequency (DTMF),
H323, QoS.
• Cisco UCS and VMWare knowledge
• Virtual System/Storage Administration (NetApp)
• Linux Administration
• Microsoft SQL
• SPLUNK monitoring & Reportingvar boomerang_ip
="49.207.134.189" For more information and online application click here
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