Job Description :
Cisco Unified Contact Center Enterprise (CCE) engineer requiring highly skilled engineer to design, deploy, configure, and troubleshoot for maximum performance and minimal downtime of company UCCE solution. The Cisco Unified Contact Center Enterprise Certification is plus. Expectation is that the Senior Contact Center Engineer possesses hands on knowledge on Cisco UCCE solution.
Identify opportunities and drive service and process improvements, be diligent about Incident/Problem, Change/Release, Security, Risk/Compliance, Business Continuity/Disaster Recovery, and Proactive Monitoring, culmination of which resulting in highly available and resilient systems and services
Maintain and troubleshoot hardware and software supporting the ICM and UCCE platforms
Address Reporting, Monitoring and Alarming requirements.
Manage incidents and work orders within established service level agreements.
Perform administration, configuration and monitoring of ICM and UCCE equipment and its adjuncts.
Create and maintain support documentation as required
Participate in the planning and implementation ICM & UCCE upgrades, patches and enhancements.
Act as a technical expert in the Contact Center platforms, clearly communicating the capabilities and limitations of the system.
Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
Identify opportunities and drive service improvements.
Ensure asset management and asset inventory are kept up to date.
Ensure preventative maintenance is completed to schedule
Develop, test, and implement Contact Center applications and technology through projects and initiatives.
Identify applications and systems that require updates and propose and plan the implementation from idea to delivery.
Work closely with the business leaders in matching the technology to the changing demands of the business, proposing improvements that leverage the power of the Cisco Contact Center platform
Strong verbal and written communication skills are required due to the dynamic nature of collaborations with our teams, leaders, customers, stakeholders, vendors, and other teams, solving complex business problems together