Classification: Contract
Contract Length: 10-months

Position Summary

The UC Senior Engineer (Contact Center) will assist in the design of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, implement, and develop UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment. This individual will assist in the evaluation, selection, engineering, security, and platform design of the UCCE environment (including CRM, CTI, e-Service, IVR, quality management/call recording, reporting/analytics, speech analytics, video, and WFM applications).

Responsibilities

• Analyzes and maintains the current UCCE environment and applications.
• Administers the UCCE platform.
• Develops and modifies complex UCCE call flows/scripts.
• Develops technical documentation for support of UCCE environment.
• Adheres to company documented application deployment and support standards and best practices.
• Owns a portion the resolution process for customer issues/incidents.
• Maintains sizing and scaling documentation for the UCCE environment.
• Develops and modifies UCCE/third-party application reports.
• Implements applications to support internal operations/support/auditing/provisioning processes.
• Assists in developing specifications for migrating existing platforms to the UCCE environment.
• Develops and implements optimization and continual improvement plans for the UCCE environment.
• Designs and develops applications to support internal operations/support/auditing/provisioning processes.
• Conducts risk assessments, facilitates communication across project groups and stakeholders.
• Responsible UCCE platform optimization effort (via in-depth knowledge of platform architectures and integrations).
• Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability. Develops and modifies complex UCCE call flows/scripts.

Requirements

• Minimum 6 years of experience working with UCCE build/configuration
• Experience working with Cisco all Manager administration
• Minimum 6 years of experience providing support and troubleshooting UCCE issues