Job Description :
Job Title: Network Engineer (Cisco UCCE)
Location: Tampa, FL
Duration: 6+ months contract
U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
JOB SUMMARY:
Network Engineer with Cisco UCCE experience. They should have solid technical skills, as well as interpersonal and
organization abilities. Experience working in a Cisco environment, specifically with UCCE products and in a large contact center.
ESSENTIAL JOB FUNCTIONS/DUTIES:
Ability to troubleshoot UCCE issues including: scripting, reading logs, pulling logs from server platform
Working with Cisco TAC (HDS, CUIC, Finesse, Chat, Rogger, and PG''s) - Develop custom reports on Cisco CUIC
Scripting new call flows for new call centers, including UAT testing with end user
Work with Finesse gadgets – Experience in the design, development, integration, testing, and implementation of a large contact center systems
Develop and maintain the implementation Work Breakdown Structure (WBS) for a large scale deployment
Expert understanding of the following Cisco Unified Communication Products: Cisco Contact Center (UCCE) technologies, including centralized ingress, CVP, VXML, ICM and UCCE/UC integration
Experience with Call Manager (up to and including 10.x), Unity and Unity Connection, Cisco Emergency Responder
Experience with Voice Gateway configuration, SRST, Transcoding, Dial Peer configuration, and Digit manipulation, Dial Plan design
Experience with SBC technologies including Oracle/Acme, Cisco CUBE or CUSP (Oracle SBC experience is a plus)
Knowledge and experience with Session Initiation Protocol (SIP) Trunking, including carrier-based SIP service
Excellent presentation/verbal communication skills and the ability to train and mentor other team members
Ability to work well both independently, and in a team environment
Developing new UCCE / UCCX applications and maintaining legacy applications.
Provide 24x7 on-call support
QUALIFICATION REQUIREMENTS
QUALIFICATION REQUIREMENTS:
Intermediate Cisco, Intermediate VoIP, Intermediate UAT, Intermediate TCP/IP, Intermediate Firewall, Intermediate Cisco Unity, Intermediate Cisco PIX OS, Intermediate Cisco Call Manager.
VoiceXML 2.0 & CVP
Core Java, J2SE, 1.5, 1.6 and 1.7
Data dips to a variety of data sources
CTI (screen pops)
Advanced knowledge of Call Center environment is essential.
Thorough working knowledge of Cisco UCCE (otherwise known as ICM Enterprise) development and deployment as well as Script Design and Deployment with an emphasis on Call Type reporting metrics.
Expert knowledge using Microsoft Excel required; Access (relational database structures), Word and PowerPoint are preferred.
Excellent written and verbal communications skills required. Must be a self-starter and able to work in a team environment
UCCE/ICM Enterprise script, design, deployment experience.
Solid understanding of Cisco SQL database schema.
Network Design
Expert at using Microsoft Visio.
Advanced networking skills
Device Implementation and administration
Minimum 8+ years’ experience
8+ years process development, support and implementation of systems architect
Experience with Cisco UCCE/ICM Solution Architecture and Integration Design.
Experience with SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.
Nuance ASR/TTS is a plus
NICE Audio/Screen recording is a plus
Track record working with UCCE systems with a minimum of 1000 endpoints
EDUCATION REQUIREMENTS: N REQUIREMENTS
Bachelor’s Degree
LICENSING/CERTIFICATION REQUIREMENTS: TIFICATION REQUIREMENTS
CCVP/CCNP
CCIE a plus
PHYSICAL REQUIREMENTS: UIREMENTS
Normal degree of physical effort in typical office environment.