Vacancy expired!
- Work with business groups, leaders, teams, and users across the enterprise to deliver Cisco UCCE services.
- Finesse user administration UCCX, UCM, RMCM, CSQ. Configure agent and supervisor credentials and access.
- Cisco Unified Call Manager Administration - provision new Agents and Supervisors to Call Manager and enable for Unified CM, IM, and Presence. Associate devices, set controls and IPCC extensions. Set permissions and access control groups (CCM, CTI). Configure device associations and import users into UCCX, RMCM, CUCM. Configure user management and Add agents to teams in UCCX
- UCCX Administration - configure supervisors, agents, skills, CSQ, and Teams. Agent selection and configuration in UCCX Subsystems, RMCM, and Resources. Manage users agents, supervisors access and privileges. Skills creation and team assignment. Setup Cisco Finesse Agent User Login and configuration; UserID, password, and agent extensions. Configure scripts and enable call flows. Create service queues, set wrap up times, service levels and percentages, skills / competencies, and resource selection criteria.
- Performs configuration support, and MACDs for Phones, Users, Agents, supervisors and managers.
- Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution
- Troubleshoot UCCX Agent Login Issues
- Cisco IP Telephony maintenance and contact center scripting for Call Manager, Cisco Unity, UCCX.
- Troubleshoot UCCE issues including reading logs, pulling logs from server platform; ability to coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT)
- Administration of finesse, UCCX, UCM, RMCM, CSQ,
- Create and manage system user profiles including access limitations and display settings
- Finesse Administration and application support Gadgets, Layout, and UI Flows.
- Agent and Supervisor Login, Credentials, CUCM, Skills provision, console - configure, troubleshoot, support
- Leverage your understanding of UCCE and Finesse 12 application capabilities.
- Experience administering Cisco CUCM, CUC, UCCX, UCCE, and Finesse solutions.
- Experience with Agent Administration, configuration, troubleshooting, and support.
- Experience provisioning, setup, and support of Agents, supervisors, skill, CSQ's,
- End User support experience
- Experience with Finesse Gadgets
- Experience with CUIC and CUIC Reports
- Strong communication ability with technical and nontechnical partners
- Ability to work well with teams to complete voice engineering projects.
- Initiative and ownership of assignments
- Finesse Gadget Programming/Deployment (JavaScript programming for Finesse desired)
- XML programming for Finesse
- Remote Work in Denver (candidate must reside in Colorado / no relocation provided).
- COVID-19 Vaccine and Booster Required - OR provide valid medical exemption.
- Must be able to successfully pass a 12-panel drug screen, 10-year background check, employment verification.
- Must be a current US Citizen or valid Green Card holder. No need for visa now or in future.
- W2 only - No sub vendors. Sponsorship NOT available.
- Must have direct contact information on resume (phone / email) to be considered.
Vacancy expired!