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Company:

Qualcomm Semiconductor Limited

Job Area:

Information Technology Group, Information Technology Group > IT Engineering

General Summary:

General Summary:

• Professional Qualifications

• Excellent customer service skills and positive attitude are a must

• Must be self-motivated and have eagerness to learn and want to succeed.

• Good English verbal, written, and phone skills are required.

• Ability to effectively communicate within all levels of the organization.

• TEAMS Phone system Technical Qualifications:

• Required: MS-700 “Microsoft 365 Certified: Teams Administrator Associate” or equivalent skills and experience

• Strongly preferred: MS-721 “MS 365 Certified: Collaboration Communications System Engineer Associate”

• Experience deploying, supporting, and troubleshooting TEAMS phone system, and/or other Cloud-based IP-PBX systems.

• Strongly preferred: Experience designing, deploying, supporting, and troubleshooting (cloud-based) Contact Center solutions, such as Webex Contact Center (WxCC), such as related to agent profiles, IVR (Interactive Voice Response) and call-flows. Experience with generational AI would be great.

• Experience capturing and telecommunication protocol-level analysis, including SIP, ISDN, E1/T1.

• PowerShell, Azure-cloud skills, PowerBI and related knowledge preferred

• Must have knowledge of Teams Direct Routing (SBC) architecture and solution, deployment methodologies, best practices, and troubleshooting. Preferred: Ribbon SBC knowledge.

• Great to have: Experience using Poly phone devices with Teams Phone system, deployment, best practices, and troubleshooting.

• Experience deploying and configuring Teams audio, video, and telephony solutions as well as integration with Office 365 Unified Messaging

• Demonstrate Tier-3 configuration and troubleshooting expertise on MS Team phone system that integrates with Cisco CUBE components, Webex Client, CTI Route Point, SIP Trunking, End User Administration, Route/Translation Patterns (Dialplan), etc.

• Must be able to talk about Teams and Office 365 Platform Services across all organizational levels (Technical, PM and management)

• 8+ related working experience preferred.

• WxCCE Technical Qualifications:

• General understanding of Contact Center operations

• The ideal candidate for this role shall have strong knowledge and/or understanding of WxCCE, Cisco’s cloud contact center offerings built on the WxCCE cloud platform.

• The candidate will have a direct front-line role in managing field requests from various resources. Common requests will include creating and modifying agent profiles and call flows.

• Understanding WxCCE conversational AI, build/configure/implementation of call flows.

• Primary focus as TIER 3 day-to-day, preventive maintenance, and keep-it-current upgrade operations responsibility call center environment.

• Demonstrate TIER 3 expertise on all WxCCE components – Configuration and Troubleshooting.

• Demonstrate familiarization and hands-on troubleshooting experience with capturing/interpreting SIP protocol/ladder stack events and logs for both WxCCE and other UC environments.

• WxCCE CallFlow discovery and analysis of current platform

• Build and test use cases, document engineering steps and user experience.

• Configuration/testing in WxCCE environments

• Support Contact Centers stakeholders.

Minimum Qualifications:

• 4+ years of IT-related work experience with a Bachelor's degree.

OR

7+ years of IT-related work experience without a Bachelor’s degree.

Physical Requirements:

• Frequently transports and installs equipment up to 20 lbs.

Applicants : If you need an accommodation, during the application/hiring process, you may request an accommodation by sending email to accommodationsupport

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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If you would like more information about this role, please contact Qualcomm Careers (http://www.qualcomm.com/contact/corporate) .

EEO Employer: Qualcomm is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other protected classification