Job Description :
Role: Voice Engineer V
Location: Elk Grove Village, IL
Duration: 6 Months Contract to Hire
Job Description:
Supports the enterprise voice technologies with a focus on Cisco Contact Center solutions including both customer and employee servicing applications, and Operations Center contact center voice platforms. Maintain and support Voice Systems, specifically Cisco UCCE systems. The candidate needs expert knowledge of CUCM, ICM, CVP, CVP Studio and needs to support a UCCE system including Finesse, CVP, PG and CUCM servers. In addition, the candidate also needs a working knowledge of ATT and Verizon Toll Free services including carrier systems including ATT Route It, ATT Business Direct, and Verizon Inbound and Outbound Network Manager. Provide consultation and direct technical support in incident, problem and change management processes for all contact center voice related issues. Liaison to internal and external customers, ensuring contact center voice-related needs are met. Implement system maintenance/administration, releases, upgrades, and/or changes into the environment. Ensure platform performance and availability meet enterprise objectives through monitoring, timely service restoration, diagnostics and tuning. May require 5+ years of experience in the field or in a related area. Familiar with a variety of voice technology concepts, practices, and procedures.
More about this role:
Possibility to convert to full time will definitely long term 3-4 years
Level 3 support position
You will support Cisco contact center
There is a level 2 team, which is currently handling the basic issues, Need the level 3 engineer to support the high level issues from the customers
Need to be a SME with appropriate experience Cisco Contact Center solutions
Need to provide answers ans resolve issue from vendor or united vendors
24/7 365 support required
You will be working on production support process and provide sme level support.
Servicenow is the ticketing system in place.
There is a on call rotation set up, but the shift is first shift
Certifications are preferred. But not required.
The issues are more on UCCE and need to more in depth of components and ICM, CVP, PG and CUCM.