Requirements: Bachelor’s degree required or equivalent experience. Five (5) years minimum experience in the Voice/Unified Communications, Unity, Unified Contact Center Enterprise (UCCE), AND Package Contact Center Enterprise (PCCE) fields. CISCO UCS Certifications preferred. Tier IIIs MUST have CUCM, Voice, Unity, UCCE, and PCCE expertise.Candidates w/o PCCE expertise should not be submitted for Tier III positions.
Job responsibilities and key requirements include, but are not limited to, the following:
Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to voice, CUCM, Unity, UCCX, UCCE AND PCCE.
Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
Collaborate with other Tier IIs and escalate to Tier III Engineers to reach successful and timely resolution for all customer issues.
Conduct a warm handoff of unresolved issues or activities in progress at shift changes.
Proactive Monitoring and Analysis of UC Infrastructure
Support after hours maintenance on Contact Center and Cisco VoIP systems
MACD and Service Request Support
System level changes and maintenance
Problem Management support including post-mortem reports and analysis
Analysis of service infrastructure using specialized tools and systems
Perform system and database backup and recovery
Circuit outages; work with carriers to resolve circuit issues
Daily/night health checks on all systems as applicable
Troubleshoot user outages related to UCCX/UCCE/PCCE platforms
Assist Networking group in troubleshooting network related VoIP and UCCX/UCCE/PCCE outages
Perform UCCX/UCCE System upgrades to PCCE
Perform hardware/firmware installations
Manage/assist with service disruptions
Integrated third party application support
Configuration Management support i.e. Finesse application, perform installation of call agent
Install UCCX/UCCE/PCCE System patch applications
Scripting for UCCE and PCCE call routing
Manage UCCX/UCCE/PCCE contact service queue creation, configuration, outage response, application management, user license installations
Troubleshoot and solve call flow issues affecting various UC platforms
As requested, develop architectural modifications to network based on mission requirements
Maintain documentation for systems and data center environment
Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate
Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing
Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates
Understand and support Cisco CVP IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API’s, CTI screen pop, Finesse gadgets, IVR database dips.
Strong familiarity with CVP scripting and an experienced development background
Responsible for implementation (build) of a variety of voice patterns including Cisco and Contract Center applications and peripherals.
Experience administering, engineering, deploying, troubleshooting, and supporting all components of the CISCO UCCE suite – including CVP & ICM scripting.
Database/SQL skills/Custom Reports
Ability to work independently and end with a strong sense of system ownership.
Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management required.
Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required.
Experience with Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, ISDN PRI and dialing plans.
Experience with monitoring, capacity planning, performance reporting, optimization and troubleshooting of enterprise deployment.
Strong work ethic, highly responsive, dependable, and self-directed, problem-solver
Good team player that takes initiative and works collaboratively.
Resourceful and can identify issue to resolution and keep project moving forward.
Demonstrates strong oral and written communication skills, with the ability to communicate with discernment, sensitivity, technical topics to management and non-technical audiences, as well as interface with the customer daily.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Other
Industries
Software Development
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