
Senior Cisco UCCE Engineer
2 days ago
About the Role
We are seeking a highly skilled Senior Cisco UCCE Engineer to join our team. The successful candidate will be responsible for overseeing the development and upgradation of telephony platforms, including Unified Contact Center Enterprise (UCCE).
This position requires knowledge of WAN/LAN technologies, VoIP/SIP call routing technologies and protocols, as well as working knowledge of TCP/IP routers, SBCs, servers, switches, firewalls, DNS, DHCP, and VXML, CVP, etc.
The ideal candidate must maintain a high-level understanding and knowledge of applications, telecommunications, and data system integration, and be able to understand changes needed within the environment to anticipate business, customer, cross-system, cross-process, and cross-project impacts.
Key Responsibilities:
- Implement Cisco IP Telephony solutions by translating business requirements into project plans through the implementation of Cisco IP Telephony applications, including Cisco CVP/ICM (Cisco Voice Portal/Intelligent Contact Manager) Enterprise call routing, Cisco IPCC (IP Contact Center), and VXML (Voice Extensible Markup Language) Gateways.
- Deploy, configure, and script Cisco UCCE software, including ICM and CVP, Cisco Outbound options.
- Take ownership of project tasks, quantify, and complete on time with minimal supervision.
- Work with various IT development teams to integrate custom-developed and 3rd-party provided software and hardware solutions, including software applications, IVR (Interactive Voice Response), Call Center, and database integration with the Cisco IP Telephony infrastructure.
- Responsible for delivery of excellence in products, process, and infrastructure management.
- Apply knowledge of call center operational dynamics as it relates to the implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing, and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues.
- Prepare documentation and conduct training and user orientation for clients detailing configuration of proposed and deployed solutions.
- Interpret network alert and performance management tool output to properly engineer the capacity and resiliency of the UCCE portion of the VoIP network.
- Exercise innovation during all stages of the project lifecycle from design through implementation.
- Apply business and technical analytical skills to analyze, implement, and deploy comprehensive support processes to resolve complex business & operational issues involving multi-tiered Cisco IP Telephony applications.
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