Technical support engineer of Contact Center in DTEK, TOV, Energetichna kompaniya

Be part of the team that creates digital reality!< br/>
MODUS X is a Ukrainian IT company, a team of 500+ engineers, architects, security specialists and data scientists. We started and continue to support the digital transformation of DTEK, which became the first in the energy industry of Ukraine on the path of large-scale digital transformation. Now we have separated into a separate company to share our experience and expertise abroad, remaining an IT support for those who bring light and contribute to the recovery of the country.

We are currently looking for a Technical support engineer of Contact Center

Position functions:

• administration and operation (configuration, implementation of changes, updates) of the infrastructure of the Contact Center as part of:

• Cisco UCCE
• Eleveo
• B+S Connector for SAP
• Calabrio Teleopti WFM
• Smiddle OmniChannel
• Smiddle CampaignManager

• supporting users in the operation of Contact Center services
< li>support of current and development of new CVP applications
• support of current and configuration of new API integrations
• participation in contact center modernization projects and integration with other related systems
• diagnostics and problem solving
• development of operational documentation and instructions
• interaction with the support service of Cisco\Eleveo\other vendors
• monitoring of the Contact Center infrastructure< /li>

Necessary professional experience and requirements:

• Minimum 5 years of work experience
• understanding of network technologies and protocols: Ethernet, VLAN, ARP, IPv4, UDP, TCP, RTP, DHCP, QoS
< li>In-depth knowledge of IP telephony (SIP,RTP)
• In-depth knowledge of OC Windows Server
• In-depth knowledge of OC Linux
• In-depth knowledge of Cisco UCCE\UCCX architecture, including CVP\ICM, CUIC, CUCM
• In-depth knowledge of MS SQL - creation of custom reports, configuration of contact center integration with external databases
• Cisco UCCE\UCCX administration and support experience
>
• Experience in the implementation and administration of the Eleveo recording system
• Experience in optimizing and automating processes using bash, python, powershell
• experience in working with C monitoring systems
• experience working with Service Desk systems

Would be a plus:

• Availability of Cisco Collaboration certification
• Experience in implementing and configuring solutions B+S Connector for SAP, Calabrio Teleopti WFM, Smiddle OmniChannel, Smiddle CampaignManager
• Knowledge and experience in designing fault-tolerant architecture of contact centers

We offer:

• Official employment.
• Competitive conditions and bonus program.
• Corporate equipment.
• Corporate health insurance program.
• Employee psychological support program.
• Remote or hybrid work format in the Unit City innovation park.
• Learning opportunities and professional development (online courses, classroom trainings, master classes, professional communities).

We appreciate those who accept challenges. Among us, everyone can show off their talents and feel a direct impact on our joint success. We invest in everyone's development, enable them to gain new knowledge and achieve their professional goals. More information about the company and our experience on the official MODUS X LinkedIn page.

By submitting your resume to this vacancy, you agree "MODUS IKS" LLC for the processing of personal data provided by you in accordance with the Law of Ukraine "On Personal Data Protection". Consent is granted, including for their processing in external systems, in order to support the hiring process. "MODUS IX