Vacancy expired!
Contact Center Engineer
Accountable for the set of applications and telephony infrastructure that supports contact center agents across the organization. Use your knowledge of contact center best practices to support our call centers. You will be responsible for developing, installing, troubleshooting, and maintaining communication systems solutions; ensuring that issues and installations are coordinated with Communication Service Analysts, Network Management, business users and vendors. The engineer develops, tests, and updates communication systems disaster recovery plans; ensuring that any significant issues with disaster recovery testing and planning are assessed and changes to the plan are managed. This position analyzes utilization levels and monitors traffic; propose configuration or technology changes to meet service levels; oversees the design and execution of upgrades and maintenance activities on assigned platform.Required Qualifications: Bachelor of Science in Information Systems, Telecommunications, or Business Management or equivalent experience 5+ years of experience in hardware/network design, traffic engineering, equipment vendors and carriers and specifically the following systems:oCisco Unified Contact Center Enterprise (UCCE)oCisco FinesseoCisco Unified Intelligence Center (CUIC)oCisco Unified Communications Manager (CUCM)oCisco Unity Connection (CUC)oCisco Unified Customer Voice Portal (CVP)oPassion for helping customers & exceeding customer expectations.oExcellent people skills and ability to build effective relationships with staff at all levels.oDesign, Implement and Optimize call flows Excellent desktop tool usage including Word, Excel, Access, and PowerPoint functionality Excellent oral and written communication skills Meticulous and proven organizational skills Strong interpersonal relationship skills Strong critical thinking skills Experience with Agile project management and Scrum methodology Exercise considerable initiative, planning, judgment, and work independently Experience performing disaster recovery testing Drive to any location, and be available outside normal business hours, including weekends. Serves on a team on-call rotation schedule to address emergency production issues after hours Translate technical jargon and concepts into easy-to-understand language Knowledge of VOIP and QOS General Understanding of Network Protocols e.g.: DHCP, DNS, LDAP, VLANS, SIP, FTP, SSH, and TCP/IPreferred Qualifications: Cisco Certifications or have relevant experience SIP voice services experience SIP / CUBE Knowledge SIP integrations to third party applications (Avaya Session Manager, Cisco CVP, etc.) Voice Gateways configuration, deployment, and troubleshooting. Courtesy Call Back (CCB) Cisco Emergency Responder (CER) Calabrio/call recordingAccountabilities: Provides support on the selection, implementation, installation, and maintenance of all communications related systems. Troubleshoots contact center and communication systems issues Coordinates with vendors and organizational staff the installation and planning of moves, adds, and changes of services. Tests and updates disaster recovery plans; ensuring adequate availability and capacity for enterprise communications. Conducts telecommunications analyses and identifies cost savings opportunities. Analyzes quarterly traffic/busy studies for the telephone and voicemail systems/network/ACD groups. Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs. Monitors utilization levels and trends throughout the organization to determine if service levels are being met. Conducts feasibility studies for small to moderate projects. Coordinates project tasks, ensuring adequate planning and resource allocation. Creates, maintains, and updates Contact center and communication systems infrastructure diagrams and other documentation. Participates in technology roadmap discussions and planningVacancy expired!