Senior UC Engineer (Contact Center)

Classification: Contract
Contract Length: 12 months

Position Summary

The Senior UC Engineer (Contact Center) will assist in the design of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, implement, and develop UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment. This individual will assist in the evaluation, selection, engineering, security, and platform design of the UCCE environment (including CRM, CTI, e-Service, IVR, quality management/call recording, reporting/analytics, speech analytics, video, and WFM applications).

Responsibilities

• 40% - Responsible UCCE platform optimization effort (via in-depth knowledge of platform architectures and integrations)
• 40% - Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability. Develops and modifies complex UCCE call flows/scripts
• 10% Assists in performing research on contact center applications, technologies, methodologies, and tools
• 10% - Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE/third-party application reports
• On-call rotation and other responsibilities as assigned
  

Requirements

• Minimum 6 years of experience working with UCCE build/configuration
• Experience working with Cisco all Manager administration
• Minimum 6 years of experience providing support and troubleshooting UCCE issues
• Experience working with end user