| Our client is a high-visibility online services company seeking an experienced System Engineer who is capable of leading onboarding, project, support, and engineering efforts for the contact center divisionEUR™s applications. The Contact Center Technology team delivers integrated software and hardware solutions, allowing all customers and partners to contact the client for assistance. You will be a critical part of a growing team using the latest technology to improve customer experience across voice, web, and mobile platforms. In this role, you would work with a small team of other system engineers to design, implement, and maintain a diverse set of contact center applications. Responsibilities to include: -Engineering, evaluation, design and operational support for an extensive Cisco UCCE infrastructure, including its supporting applications -Extensive production troubleshooting of Cisco Call Manager, Unified Contact Management Enterprise, Customer Voice Portal, VXML Gateways and CtiOS Desktop -Deep understanding of the various IOS based UCCE products including Cisco CUBE, ACE, CUSP and VXML Gateways, inclusive of the initial configuration, IOS version
-Independent and collaborative analysis of the telephony and integrated applications while utilizing technical expertise to drive the improvement and continued stability of the production environment, inclusive of working with Cisco TAC and other client support organizations -Risk analysis and creation of mitigation plans while deploying changes to the telephony environment -Creation and maintenance of change management measurements and standards -Documentation and publication of diagrams showing call center telephony architecture -Development and implementation of deployment methodology; coordinating telephony builds, testing, and implementing and migrating from test to production environment -Providing leadership and on-call support to manage the resolution of issu |
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