030603-Business Analyst 2 - Contact Center UCCE Infrastructure Workcenter Lead

Contact Center UCCE Infrastructure Workcenter Lead for San Jose, CA 

Lead infrastructure workcenter team and manage day to day operational cases, CRs, delivery operations.

Compute Life cycle Management - Install, upgrade, patch, migrate etc for CCAT IDO related hosts / VMs.

Security and Compliance - maintain hosts / VMs up to date to security related patches and vulnerability fixes.

Knowledge of the following skills is recommended to get started:

Basic IP Networking (Routing, Vlans, Subnetting)

Basic UCS Familiarity (Be familiar with UCS C-Series and B-Series concepts, CIMC Access)

Moderate VMware Skills (Know the difference between Host/VM/Guest OS is. Be able to work within a VMware environment.

Basic to Moderate Familiarity with working on IOS Gateways. (Configuring/Understanding Dial-Peers..etc)

Familiarity with Windows environments, as to include installing windows and configuring it.

Basic knowledge of SQL. Be able to run basic queries against the UCCE Databases.

Familiarity with generic IT tools (SSH, RDP, SFTP).

Moderate Knowledge of VoIP.

Troubleshooting Skills - Be able to identify where the problem is and the root cause.

Familiar with all of the various configurations required to integrate the various UCCE components.

Basic ICM/CVP Scripting knowledge. Be able to build basic scripts that test the infrastructure.

Understanding if all the various components involved in a contact center call flow.

Understanding of fundamental CUCM concepts, such as CSS and Partitions, Route Patterns/Lists/Groups..etc

Understanding of proper change management procedures as to avoid outages or minimize impact when doing work.

Business Analysts enable the transformation and performance improvement of an enterprise or its parts, with respect to people, process and technology, by providing relevant capabilities, assets (human and non-human), processes and tools (from both a technical & functional aspect). Business Analysts structure, analyze and visualize an enterprise’s current state; design and visualize the future state; and design and guide the change process from current to future state. Developing sector knowledge is of foremost importance for all Business Analysts. Technical analysts can specialize in ERP, Application Management or Custom Software Development (CSD). Functional analysts can specialize in Strategy Execution, Business Process Transformation or Change Management.

Required Skills and Experience:

You are a self-reliant analyst who has mastered at least one methodology.  You are developing your knowledge in a business and/or industry domain and an ERP solution or a technical tool / programming language. Possible positions could include being a Business Process Consultant describing processes, Requirements Analyst describing business / functional requirements or Package configuration. 

• Qualification: Minimum 3 years experience, Bachelor’s Degree.

• Certification: Acquire BA Level 1. 

• Should have progressing skills in Business Analysis, Business Knowledge, Package Configuration and Change Management.

• Should have baseline skills in Functional Architecture Design and Architecture Knowledge.

 About Capgemini

With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017.

A  global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate).

Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness.

A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position.

Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job  requirements and/or changing the way this job is performed, provided that such  accommodations do not pose an undue hardship.


As part of the Capgemini Technology Services Group, this person will be responsible for the full systems lifecycle from requirements gathering through implementation of data analysis

This person will work closely with our clients and must demonstrate professional knowledge to ensure that the work products and deliverables are of the highest caliber to ensure client satisfaction.

This person will also apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each client.

Click the following link for more information on your rights as an Applicant: http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law