Cisco Contact Center Engineer Jobs (NOW HIRING)

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Job Title: Network Engineer (Cisco UCCE)

Location: Tampa, FL

Duration: 6+ months contract

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:

• 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

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