IT Analyst, Engineering

The World Bank, Chennai, India

Skill Required:, IT and ICT
Preferred Experience: 
5 years
Closing Date for Applications: 
25th January, 2019

Job Description

About the World Bank Group:

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.

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 is based in Chennai, India and will be participating in an on-call rotation and may be called upon to work off-hours to support customer escalations. Some weekend, evening and shift work 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:
  • 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]

Selection Criteria

Mandatory Requirements:

  • 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 prioritiesExperience 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 & Reporting


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