Senior Cisco Contact Center Engineer Job Number: 25-03988 Use your skills where innovative technology solutions begin. ECLARO is looking for a
Senior Cisco Contact Center Engineer for our client in
Bloomington, MN. ECLARO's client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you're up to the challenge, then take a chance at this rewarding opportunity.
Position Overview: - This role is accountable for the applications and telephony infrastructure supporting contact center agents across the organization.
- In this hands-on role, will leverage the knowledge of contact center best practices to support the contact centers.
- Primary responsibility is to collaborate with the leaders and employees to design and implement contact center solutions that meet our business needs.
- The consultant must have excellent communication skills and ability to explain technology to non-technical individuals.
- Must be able to manage multiple work streams and have excellent time management to meet agreed upon deadlines.
- Other responsibilities include developing, installing, troubleshooting, and maintaining Cisco Contact Center Systems and Solutions.
- Will resolve issues and perform installations in collaboration with other Cisco engineers and analysts, infrastructure teams, network team, business users, and vendors.
- The engineer will develop, test, and update disaster recovery plans, ensure security compliance and change management.
- This position also analyzes utilization levels, monitors traffic, proposes configuration or technology changes to meet service levels, and oversees the design and execution of upgrades and maintenance activities on the contact center platforms.
- Will also participate in projects, strategic initiatives, and provide recommendations and strategic advice.
Responsibilities: - Design, implement, edit and optimize call flows.
- Translate technical jargon and concepts into easy-to-understand language.
- Providing support and reporting.
- Provides support on the selection, implementation, installation, and maintenance of all communications related systems.
- Troubleshoots contact center and communication systems issues.
- Coordinates with vendors and organizational staff the installation and planning of moves, adds, and changes of services.
- Tests and updates disaster recovery plans; ensuring adequate availability and capacity for enterprise communications.
- Conducts telecommunications analyses and identifies cost savings opportunities.
- Analyzes quarterly traffic / busy studies for the telephone and voicemail systems / network / ACD groups.
- Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs.
- Monitors utilization levels and trends throughout the organization to determine if service levels are being met.
- Conducts feasibility studies for small to moderate projects.
- Coordinates project tasks, ensuring adequate planning and resource allocation.
- Creates, maintains, and updates Contact center and communication systems infrastructure diagrams and other documentation.
- Participates in technology roadmap discussions and planning.
Required Qualifications: - Bachelor of Science in Information Systems, Telecommunications, or Business Management or equivalent experience.
- 5+ years of experience in hardware / network design, equipment vendors and carriers and specifically the following systems on-prem or on the cloud:
- Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Finesse
- Cisco Unified Intelligence Center (CUIC)
- Cisco Unified Communications Manager (CUCM)
- Cisco Unity Connection (CUC)
- Cisco Unified Customer Voice Portal (CVP)
- Passion for helping customers & exceeding customer expectations.
- Excellent people skills and ability to build effective relationships with staff at all levels.
- Excellent oral and written communication skills.
- Detail-oriented and proven organizational skills.
- Strong interpersonal relationship skills.
- Strong critical thinking skills.
- Excellent desktop tool usage including Word, Excel, Access, and PowerPoint functionality.
- Experience with Agile Project Management and Scrum Methodology.
- Exercise considerable initiative, planning, judgment, and work independently.
- Experience performing disaster recovery testing.
- Knowledge of VoIP and QoS.
- General Understanding of Network Protocols e.g.: DHCP, DNS, LDAP, VLANS, SIP, FTP, SSH, and TCP / IP
Preferred Qualifications: - Cisco Certifications or have relevant experience.
- SIP voice services experience.
- SIP / CUBE Knowledge
- SIP integrations to 3rd party applications (Avaya Session Manager, Cisco CVP, etc.).
- Voice Gateways configuration, deployment, and troubleshooting.
- Courtesy Call Back (CCB):
- Experience building / designing new queues.
- Ability to reverse engineer existing queues.
- Cisco Emergency Responder (CER)
- Calabrio / Call Recording:
- Experience with infrastructure support and troubleshooting.
- QM forms design experience.
- Experience with the Calabrio WFM module.
If hired, you will enjoy the following ECLARO Benefits: - 401k Retirement Savings Plan administered by Merrill Lynch
- Commuter Check Pretax Commuter Benefits
- Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO
If interested, you may contact:
Homer Ballega Homer Ballega LinkedIn Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.