Job description
- Innovative
- Driven
- Creative
- Fun
- Flexible
- Driven
- Committed to making our world a healthier place
Lead/contribute to the design, integration, deployment, and maintenance of the technical infrastructure and services (all aspects of the technology lifecycle) in the UCCE/Dialer/Call Recording space
Experience Required:
7+ years of UCCE experience, installing and advanced configuration on Cisco UCCE platforms; technical knowledge of Cisco UCCE – ICM, CVP, CUIC, and Finesse
- Assess, design and document technical requirements supporting business needs; Develops implementation requirements for technical infrastructure and services
- Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution
- Work with Cisco TAC and help guide managing the Contact Center Enterprise environment
- Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems; Escalation point for production support incidents and problems
- Works on problems of diverse scope and complexity
- Ensure that requirements for high availability are in place for the Cisco; Plans capacity needs; Manages design changes
- Reviews or presents technology solutions to working teams, suppliers, and customers.
- Demonstrated ability to design, deploy, and troubleshoot UCCE issues including: reading logs, pulling logs from server platform; ability to coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT)
- Experience with networking and how the UCCE and CUCM systems integrate on a corporate network.
- Experience with vCenter, ESXi, VMs
- Demonstrates initiative, ability to work independently and with a strong sense of system ownership, ability to multi-task
- Ability to communicate clearly, both verbally and in writing with sensitivity to the audience and content; Collaboration skills and attention to detail
- Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management
Additional Skills preferred
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