UCCE Engineer

PDDN INC.

UCCE Engineer

Houston, TX
Full Time
Paid
  • Responsibilities

    Job Description

    Role: UCCE Engineer
    Location: Remote Work
    Emp Type: Contract (C2C/W2)
    Interview: Phone/Skype

    § Analyze, configure, and troubleshoot networks with mixed media and protocols.
    § Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
    § Provide remote troubleshooting support to resolve UC related issues
    § Follow-through on all UC Incident tickets assigned to your bin and their resolution
    § Engage PS and TAC for assistance on RMAs and complex issues support
    § Coordinate field services as needed for onsite support
    § Follow the defined communication procedures for incident updates
    § Strictly adhere to processes related to tickets update with meaningful and correct notes
    § Respond to network management system alarms according to established processes
    § Priority support for identified key customer functionalities and escalations
    § Effectively work with cross-functional teams to resolve major customer issues.
    § Drive for continuous learning, results orientation, and teamwork.
    § Work on developing automations and scripts that allow you to work faster and more efficiently
    § Help improve overall team quality by automating repetitive tasks and changes on the infrastructure

    § In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP).
    § Good understanding of Cisco UCCE Architecture, deployment models and components.
    § Hands on experience in Cisco UCCE Call flow scripts.
    § Good knowledge and hands on experience in Cisco CVP Scripting.
    § Good hands on experience in CVP Micro app and knowledge in VXML application.
    § Good hands on experience in VXML Gateway configuration and troubleshooting.
    § Knowledge in Cisco Unified Intelligence Center Reporting (CUIC).
    § Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC)
    § Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP
    § Ability to troubleshoot UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolution
    § Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
    § Excellent written and verbal communication, interpersonal and presentation skills.
    § Proven planning, prioritization, and organization skills
    § ITIL Foundation level knowledge

  • Qualifications

    Additional Information

    All your information will be kept confidential according to EEO guidelines.