Principal Contact Center Engineer

ResponsibilitiesUnder the direction of the Manager of IT Network Engineering, the Principal Contact Center Engineer will provide support for Cisco Contact Center systems and general VoIP technologies. The Engineer is responsible for the design, architecture, implementation and support of Cisco contact Center systems, incident escalation related to the contact center. Provide day-to-day support of the 24 x 7 production environment of ISS Contact Center Enterprise and VoIP. The Contact Center Engineers role functions also include, but are not limited to enterprise project deliverables, project tasks, project documentation, build, installation, performance monitoring, optimization, troubleshooting and maintenance of a variety of systems of the network. The Engineer will also participate in the weekly rotational after-hours 24x7 on-call support and perform other assigned tasks as needed by departmental requirements.
Major Responsibilities/Activities:
Developing and maintaining the design, architecture and implementation of UCCE.
Capacity planning and upgrade planning.
As part of Network Engineering team the UCCE Engineer will provide configuration, diagnostics and technical resolution on network issues ranging from trivial to major, covering 2nd to 3rd tier support with a focus on Cisco Contact Center Enterprise and VOIP technologies.
Candidate will be responsible for meeting customer support SLAs.
Working in an ITIL V3 environment, applicants should be familiar with the principles of Incident, Problem and Change management although certification is not necessary.
Identify opportunities and drive service improvements.
Coordinate, test, and implement applications and technology through projects and initiatives.
Identify applications and systems that require updates and coordinate the implementation with the business owner

QualificationsThe following skills, knowledge, and abilities are required:
? 5-10 years of contact center experience (Senior level experience with Cisco Contact Center solutions)
? Solid experience with designing, implementing, and troubleshooting UCCE
? General Cisco VOIP technologies (A good solid exposure to Cisco's Unified Call Manager products).
? Knowledge and demonstrated operating experience in the following areas of specialization:
o Cisco ICM/IPCC Enterprise
o Cisco CVP
o Cisco IPIVR
o Cisco Callmanager
o Cisco IPCC Express
o H323/SIP
Expert level proficiency in the architecture, design and configuration of the business workflow & logic as it relates to UCCE scripting
Engineer and optimize Contact Center routing environment, including call ICM, CUSP, CVP, IVR and multi-channel technologies
? Extensive experience designing, integrating and supporting 3rd party platforms for Call Recording and Evaluations and CC Reporting
? Ability to perform tasks with minor supervision
? Demonstrate ability to implement, drive and track projects
? Ability to apply solutions, technology and products to a business opportunity
? Strong problem solving skills: ability to assess a problem and determine an effective course of action.
? Experience with project management and resource tracking techniques
? Ability to work effectively and add value as a team member
? Strong written and verbal communication, listening and presentation skills
Nice to have Cisco Routing and Switching and LAN / WAN protocols experience.
Certifications: CCIE Collaboration Certification desired. ITILv3 a plus!
BS in related field or equivalent work experience.
? Documenting network Infrastructure project goals and objectives, as well as defining detailed project plans, schedules, and deliverables according to a defined project management methodology.
? Creates and/or reviews scope of work & POs to support the procurement of products & services required for each project.

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