Cisco Unified Contact Center Environment (UCCE) Engineer

Arch Systems

Atlanta, GA

Expired: 23 days ago Applications are no longer accepted.

$70,000 to $75,000 Yearly
Full-Time

Job Description

This position will serve as a Sr. Computer Systems Engineering support of the IRS Contact Center Environment. The ideal candidate will exhibit operational support proficiencies and experience in a large multi-channel contact center environment. The candidate will also provide proactive monitoring support for the IRS Contact Center technologies. The ideal candidate will also exhibit troubleshooting skills in a large contact center environment. The candidate must have excellent written and oral communications skills with the ability to understand their audience and communicate appropriately with all levels of IRS management.

Day to day operational support activities include:

• Contact Center Application Support

• Hardware configuration support

• Contact Center Performance Reporting

• Call Routing support

• Trunk Configuration support

• Hardware Support

• Coordinate onsite maintenance for contact center platforms

• Contact Center agent administration

• Data Analysis and Trending

• Daily platform health checks

• Call tracing

• Development of Operational Standard Operating Procedures

• Inventory validation

• Trunk capacity validation

• Contact Center Platform Monitoring

Event Management
Incident Management
Problem Management

The ideal candidate will have level experience with multiple contact center technologies listed below:

• Cisco Unified Contact Center Environment (UCCE) o Intelligent Contact Management (ICM) o Customer Voice Portal (CVP o Unified Call Manager (UCM) o Cisco Outbound Option (Outbound Dialer)

• Convergys Voice ResponseUnits (VRU)

• Verint Contact Recording

• Verint Contact Analytics

• Aspect eWorkforce Management

• Aspect Automated Call Distributors (ACD)

• Aspect Unified IP Outbound Dialer

Company Description

HIGH Growth, small business. Check us out at https://archsystemsinc.com/

Arch Systems LLC is committed to diversity in its workforce and is proud to be an equal opportunity employer. Arch Systems LLC considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, or any other legally protected class. Arch Systems LLC is an Affirmative Action and Equal Opportunity Employer.