Top Skills' Details

1. 5 years of relevant experience supporting Cisco UCCE/PCCE and Calabrio suite ( call flow, call scripting, build agents, voice gateway, and Finesse soft phone support)

2. 5 years demonstrated success supporting Genesys CX cloud or similar CCaaS infrastructure (natural language call flow)

3. Experience coaching or mentoring less tenure engineers

Description:

The Unified Contact Center (UCCE) Engineer will collaborate with all aspects of maintaining, configuring, and sustaining the Cisco Unified Contact Center environment

including design, implementation, maintenance of existing UC/UCCE environment, upgrading/configuration, and installation of hardware/software. In addition, the UCCE

Engineer helps evaluate, design, configure, document, and implement communication system architecture including phone networks & services, circuits, VOIP, cloud services,

and connectivity to support business needs. The UCCE Engineer is responsible for assisting with the development of roadmaps and leads implementation projects.

The UCCE Engineer is required to participate in a 24x7x365 on-call rotation, including periodic off business-hours work. The UCCE Engineer holds the team and

organization-level responsibilities and leads large-scale projects. The UCCE Engineer assists and mentors less experienced colleagues and is a resource for this client's employees and leaders for Unified Communications.

Responsibilities

Deliver UC/UCCE Solutions

•Work with vendors, clients, carriers and technical staff on implementation, optimization, and security of Cisco Unified Communications system. This includes but is not limited

to troubleshooting infrastructure and services including CUCM, CUC, CCE, CUBE, Jabber, WebEx, Finesse, voice gateways, and all other Unified Communications applications.

•Carry out maintenance/upgrades on all UC/UCCE infrastructure and end points.

•Use knowledge of healthcare industry, market environment, and clinical and business workflows and activities, to inform solution design and development to execute highquality solutions to clear problems in an established problem space.

•Independently (with minimal oversight) develop and maintain trusted advisor relationships with business, clinical, and operations leaders that include guidance for optimizing

use of UC and UCCE tools.

•Build solutions and implementation plans utilizing the appropriate internal and external resources and ensuring full involvement of business partners and communication to

all stakeholders.

•Perform security review of UC Infrastructure and Applications.

•Ensure successful delivery to support strategic planning and initiatives, improve organizational performance, and advance progress towards the client's goals.

Improve Processes and Standards

•Research, analyze, recommend, and implement new software, hardware, tools, systems, and processes to provide state-of-the-art collaboration experience.

•Lead the development and delivery of training relevant to area of expertise.

•Monitor the latest market trend and industrial landscape to discover opportunities to improve customer experience and reduce operating costs.

•Build and maintain project/technology related documentation, ensuring that accurate information is always available to other colleagues and management.

•Manage UC system logging and provide performance metrics.

Effective Team Member

•Provide detailed runbook procedure and support documentation for routine maintenance on the Unified Communications systems.

•Consistently demonstrate a very high level of teamwork, partnership, and collaboration.

•Training/Mentoring UC and other IT staff

•Hold team-level responsibilities and may lead the team for small & medium scale projects.

•Provide presentation to client, upper management, and peers as it pertains to Unified Communications technology roadmap, architecture, engineering, and provisioning.

Technical Leadership

•Develop technical standards, define operational processes, and configuration best practices for UC infrastructure.

•Provide incident management and support to the critical issues escalated by UC Operations team.

•Lead the technical delivery of projects, including design, configuration, and testing of technical solutions for enterprise (UC) voice communications.

Minimum:

•5 years demonstrated success designing, configuring, and supporting Cisco Unified Communications infrastructure.

•5 years demonstrated success designing, configuring and supporting Cisco Unified Contact Center infrastructure.

•5 years demonstrated success supporting Genesys CX cloud or similar CCaaS infrastructure.

•5 years demonstrated success troubleshooting to isolate and diagnose problems in large- scale voice implementations.

•5 years demonstrated success translating business needs into operational requirements.

•5 years demonstrated success managing multiple projects simultaneously.

•5 years demonstrated success as mentoring and teaching others on Unified Communications technologies.

Preferred:

•10 years relevant experience in a Healthcare setting

•10 years relevant experience in IT, Business Operations, Project Management, Analytics or Monitoring

•10 years relevant experience supporting Cisco or similar UCaaS solutions.

•10 years relevant experience supporting Cisco UCCE/PCCE; creating and modifying scripts.

•10 years relevant experience supporting Calabrio suite of products.

•10 years relevant experience supporting Genesys CX cloud or similar CCaaS solutions.

Licenses & Certifications

Preferred:

•CCNA Certification

•CCNP Collaboration Certification

Skills:

Telephony, contact center, voice, ucce, cisco call manager, genesys, calabrio, Cisco voice, Ivr

Top Skills Details:

Telephony,contact center,voice,ucce,cisco call manager,genesys,calabrio,Cisco voice

Additional Skills & Qualifications:

Minimum: Associate Degree in Information Technology, Computer Science, or related field (2 years combination of relevant experience and education may be considered in

lieu of degree)

Preferred: Bachelor’s degree in Information Technology, Computer Science, or related field strongly preferred.

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.