BT Hiring for Software Engineering Manager – Cisco Contact Center at Bengaluru, India Full Time

Software Engineering Manager – Cisco Contact Center

Job Req ID: 21394

Posting Date: 14 Aug 2023

Function: Design

Location:

Outer Ring Road, Bellandur, Bengaluru, India

Salary: Competitive

Key purpose of role

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.

We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you’re interested in the power of potential, why not join us today and release yours?

Read more about what it’s like to work at BT.

Key purpose of role

• With customers in 180 countries, we’re a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

• Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

• To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business

• Provide industry leading customer service and support to our customers, through the superior management of client relationships, internal and external resources; accurate and timely fulfilment of client requests; and the flawless coordination and execution of initiatives to meet and exceed client expectations.

What I’ll be doing – your accountabilities

• To support all elements of the CCC (Cisco Cloud Contact) platform

• To provide technical oversight of Cisco Cloud Contact platforms

• To proactively shares own expertise, providing guidance/support and briefings to colleagues & other teams within CCC Operations

• To actively contribute to the resolution of global customer complex faults

• To actively contribute to the establishment of the correct support model for customers.

• To ensure performance management is embedded as a culture within the Cisco VoIP Operations team. To feedback regularly, recognised situations of performance of teams or individuals including recognition. To be open and honest and support development of own and team development in delivery of a high-performance culture.

• To guide and train the 2nd line team

• To lead the acceptance process for customer solution & design into the live network

• Pro-actively monitoring and event management engagement.

• Work with Service desk in incident management process

• Support problem management process

• Lead Operational evaluation/test/installation of supplier software with appropriate controls & standards.

• Pre-emptively and proactively deliver reliability activities identifying actions to prevent recurrence are driven to conclusion, through the relevant groups within SI and the wider BT.

• Identify and carry out platform improvement activities, in a continual mission to achieve key performance targets in reliability.

• Engage with key suppliers to drive service improvements from the relevant areas.

• Interface with customers.

• Lead Operational evaluation/test/installation of supplier software with appropriate controls & standards.

• Provide complex problem diagnosis and resolution for real-time major incidents, liaising with vendors, customer/developer groups as required.

• Provide Consultancy and advice to Platform Teams, Service Centres, External Customers, including Service Providers, as appropriate on technical and operational issues.

• Since it is necessary to support the platform on a 24 x 7 basis, there is a requirement to be rotate in shifts.

Key Skills of role

• UCCE

• CUCM

• CUIC

• Windows

• MS SQL

• SBC

• WebEx CC and CCE

• eGain

• Operational Analytics

• ECE

• Good communicational skills in English language

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.