Current Job Openings

Job Title:  Contact Center Technical Solutions Architect (CCTSA)

Status:  Full-time

This position requires the Contact Center Technical Solutions Architect (CCTSA) to work with ShoreGroup customers, sales personnel and pre-sales engineering team to understand customer business and technical requirements. The CCTSA needs to design, build, test and deploy Cisco Unified Intelligent Contact Manager (ICM) system, Cisco Contact Center Enterprise (UCCE-X), and Cisco Unified Customer Voice Portal (CVP) solutions that conform to Cisco approved deployment models. The CCTSA must also work with Cisco Account Team and CCBU on advanced solutions designs.

Job Duties and/or Requirements:

• Interface with ShoreGroup Contact Center Pre-Sales Engineering team to develop and review appropriate technical designs, PS estimates, staffing plans and architecture for proposed customer solutions; this requirement mandates that we provide technical solutions that are scalable, meet Cisco deployment models and can be readily supported (Day 2 Activities).
• Support Pre-Sales team on customer appointments, customer presentations, RFP responses and Cisco EBC sessions. Work with Pre-Sales to create PS estimates and detailed staffing plans for large complex Cisco contact center solutions.
• Interface with ShoreGroup customers to describe proper network, application and hardware requirements to support ICM, UCCE-X and CVP solutions set.
• Conduct customer assessments which includes AS-IS, TO-BE, "gap analysis" phased technology plans, project plans and audit documentation for ICM, UCCE-X and CVP solutions.
• Conduct customer "gap analysis" and audits to define technical requirements and/or technical solutions that need to be introduced into a customer premise environment.
• Lead customer requirements and discovery sessions creating detailed requirements documents which are then linked directly to overall contact center design document.
• Own the development, design, review and customer approval of project system design and deployment document as part of project leadership role.
• Be capable of driving large contact center projects including: call routing, multi-site virtual centers, CVP self-service/queuing and applications, intelligent screen pop, deployment approach, cutover and post-cut support.
• Identify technology solutions and applications that meet the customer's business requirements from both a functional and technical perspective.
• Develop internal and customer-facing documentation for Cisco ICM, UCCE-X and CVP solutions network and hardware requirements in order to support ICM, UCCE-X and CVP solutions set:
  • Technical white papers
  • Position papers as they relate to Cisco IP technical solutions
  • Technical proposals
  • Training materials
  • Installation documentation
  • Technical audits (ICM, UCCE-X and CVP solutions)
• Develop internal and customer facing documentation for Cisco ICM, UCCE-X and CVP hardware and software upgrades.
• Work with Director of Contact Center practice on the development of a technology plan to support the managed services/Day 2 support strategy for the ShoreGroup Contact Center Practice.
• Create and maintain documentation for technical solutions and their requirements for ShoreGroup Contact Center Lab and Remote Customer Demonstration Sites.
• Participate in the creation and support of ShoreGroup Contact Center Lab and Remote Customer Demonstration Sites.
• Act as technical lead for ShoreGroup Contact Center Bid Assurance process.
• Prepare, lead and present as part of the Cisco A2Q process.
• Solicit support from CCBU for advanced or complex UCCE/CVP solutions.
• Attend all Cisco Contact Center Transfer of Information (TOI) sessions.
• Provide liaison and escalation support for ShoreGroup customer issues to the CCBU and directly to development engineering when applicable.
• Work with CCBU to secure early field trials.
• Participate and engage CCBU in discussions that center on Cisco Roadmap and Product Development opportunities (ex., feature enhancements).
• Work with CCBU on any and all serviceability, manageability, etc. pilot programs.
• Support the design and deployment of large Contact Center focused initiatives.
• Plans, creates, and ensures that ShoreGroup customer contact center environments are fully integrated and where applicable, assists in maintaining customer premise equipment.
• Collaborates, negotiates, and influences technical direction and decision making with ShoreGroup customers in order to enable the delivery of quality for contact center solutions.
• Serves as a key decision maker and escalation point on contact center projects approving technical architecture designs and/or models for ShoreGroup.
• Ensures ShoreGroup customers have a clear understanding of industry direction and Cisco Roadmap in relation to contact center architecture and technologies, while ensuring that integration of that direction is applied when applicable
• Mentors operational team members to ensure technical skills are in place to meet project requirements.
• Provides Tier Three support for operational and deployment teams as required to support project initiatives and ongoing Day 2 support requirements for ShoreGroup customers.
• Focuses on maintaining and increasing the depth/breadth of contact center specific technology knowledge and skills on a continual basis.
• Enhances ShoreGroup's Contact Center Services Division reputation by identifying areas for expansion and improvement both internal and external; this duty requires forward looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications.
• Provides technical support to CaseSentry organization and engineering team as applicable.
• Identifies new product opportunities as they relate to ShoreGroup's CaseSentry Systems and Network Management product.