World Bank

IT Analyst (Engineering)

World Bank

Job Description

  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 189-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. Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending Extreme Poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries. ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS Business Model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity. 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 will be participating in an on-call rotation and may be called upon to work off-hours to support customer escalations. Some shift work, weekend maintenance 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.

    • Tier 2 and Tier 3 support for UCCE incidents.

    • Mentoring and support for Contact Center agents and supervisors.

    • CUIC Reporting support.

  • 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
  • Master's degree in Computer Science with 2 years relevant experience or Bachelor’s Degree in Computer Science with a minimum of 4 years relevant 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 priorities.

  • Experience 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.

Poverty has no borders, neither does excellence. We succeed because of our differences and we continuously search for qualified individuals with diverse backgrounds from around the globe.
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