| Sr. Cisco Contact Center/Voice Engineer(UCCE) || Mostly Remote- MN || USC & GC only at Cisco, Illinois, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=2289374&uid= Sr. Cisco Contact Center/Voice Engineer(UCCE) Location : Bloomington, MN (Hybrid-Few time a month) Visa : USC & GC only Duration : 6 Months CTH Interview : 2 Interviews virtual Minimum 5 Years of experience Where have candidates missed the mark Candidates have had very long resumes with key words listed, but didnt actually have the tech. experience when interviewed by hiring manager. They have been receiving lots of network and call center manager roles which is not what this role is Important Skills: Must have significant enterprise level experience this is not a call manager role and that is the type of resume they have been receiving. Communication skills are very important. Self- starter, Technical, proactive, and able to see big picture. He wants someone who can steer the convo with decision makers as the team needs. Must have solid scripting and ICM skills. Certifications: Preferred: Cisco Certifications or have relevant experience. SIP voice services experience. SIP / CUBE Knowledge SIP integrations to 3rd party applications (Avaya Session Manager, Cisco CVP, etc.) Voice Gateways configuration, deployment, and troubleshooting. Courtesy Call Back (CCB) Experience building/designing new queues. Providing support and reporting Ability to reverse engineer existing queues. Cisco Emergency Responder (CER) Calabrio/call recording: Experience with infrastructure support and troubleshooting QM forms design experience Experience with the Calabrio WFM module Job Description The candidate will resolve issues and perform installations in collaboration with other Cisco engineers and analysts, infrastructure teams, network team, business users, and vendors. The engineer will develop, test, and update disaster recovery plans, ensure security compliance and change management. This position also analyzes utilization levels, monitors traffic, proposes configuration or technology changes to meet service levels, and oversees the design and execution of upgrades and maintenance activities on the contact center platforms. The engineer in this role will also participate in projects, strategic initiatives, and provide recommendations and strategic advice. Required Qualifications : Bachelor of Science in Information Systems, Telecommunications, or Business Management or equivalent experience 5+ years of experience in hardware/network design, equipment vendors and carriers and specifically the following systems on prem or on the cloud: Cisco Unified Contact Center Enterprise (UCCE) Cisco Finesse Cisco Unified Intelligence Center (CUIC) Cisco Unified Communications Manager (CUCM) Cisco Unity Connection (CUC) Cisco Unified Customer Voice Portal (CVP) Passion for helping customers & exceeding customer expectations. Excellent people skills and ability to build effective relationships with staff at all levels. Design, Implement, Edit and Optimize call flows. Excellent oral and written communication skills Detail-oriented and proven organizational skills. Strong interpersonal relationship skills Strong critical thinking skills Excellent desktop tool usage including Word, Excel, Access, and PowerPoint functionality. 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/IP Preferred Qualifications : Cisco Certifications or have relevant experience. SIP voice services experience. SIP / CUBE Knowledge SIP integrations to 3rd party applications (Avaya Session Manager, Cisco CVP, etc.) Voice Gateways configuration, deployment, and troubleshooting. Courtesy Call Back (CCB) Experience building/designing new queues. Providing support and reporting Ability to reverse engineer existing queues. Cisco Emergency Responder (CER) Calabrio/call recording: Experience with infrastructure support and troubleshooting QM forms design experience Experience with the Calabrio WFM module Hours/Location: M-F; Days The engineer may work in a hybrid capacity and will be required to be on-site at least a few times a month and/or as needed. The engineer will participate in a rotating week-long on-call rotation that averages once every 8-9 weeks. Position Responsibilities: 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 planning -- Keywords: information technology green card Minnesota Sr. Cisco Contact Center/Voice Engineer(UCCE) || Mostly Remote- MN || USC & GC only [email protected] http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=2289374&uid= |
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| 09:25 PM 26-Mar-25 |