Cisco Voice Engineer

Employment Type

: Full-Time


: Information Technology

Description Engineer will support all Telephony Technologies, proactive monitoring and quickly responding to hardware, software, and network Incidents. Candidate must have excellent writtenverbal communication skills and work closely with vendorcontractor partners. Responsibilities include planning and implementing after-hours changesupgrades to Voice and Contact Center related applications and infrastructure, completing detailed implementation plansdesign documents, and troubleshootingresolving complex incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end supportresolution of Service Requests. JOB RESPONSIBILITIES Incident Response Resolution bull Day-to-day response toresolution of generated alarms, tracking of real-time system health utilizing Ameriprise monitoring tools. bull Perform quick resolution of Contact Center Incidents, Including AlarmEvent correlation and triage bull Perform Incident Troubleshooting and resolution for all Cisco Unified Contact Center related applicationsinfrastructure following standard management processes. bull Expert level troubleshooting and analysis for all In-Scope Technology. bull Expert Analysis of device, server, network performance logs to triage IncidentsOutages as they occur. Proactive Monitoring Preventative Maintenance bull Proactively monitor the stability and performance of various Contact Center technologies and take appropriate corrective action prior to an incident or problem occurring. bull Ensure patching and regular maintenance is performed as required. bull Actively collaborate with fellow members of the team and contractorsvendors on bridge calls to prevent or resolve incidentsproblems in an expeditious manner. Change Management bull Must be able to Implement technology changes, including after hours, to configure, upgrade and maintain supported technologies bull Document detailed change implementation plans procedures and be able to represent said plans during change management reviews bull Work with ITIL and Change Management processes and comply with all security policies Configuration Management bull Review and update detailed technical and Architectural Standards. bull Collaborate with other ITIOD teams for the implementation of new technologies and capabilities bull Provide expert product-specific skills in supported technologies. bull Work directly with vendorproduct manufacturer to resolve any issues, identify any enhancements and implement. bull Audit contact center infrastructure to verify conformance to standards and best practices. bull Design, configure, script, and deploy call routing and IVR call flows PBGC Qualifications EDUCATION EXPERIENCE Bachelor's degree in Computer Science, Computer Information Systems, Engineering or equivalent work experience. Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading Cisco Unified Communications and UCCX. SECURITY CLEARANCE All candidates for consideration must be eligible to obtain a US public trust clearance. Required skills and Experience bull Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies bull Ability to support working outside of normal business hours to provide after hour or 'on-call' support when necessary to solve high profile incidentsproblems. bull Highly innovative problem solver with strong analytical and customer service abilities required. bull Ability to communicate and articulate technical information across various organizational levels. bull High reasoning aptitude and ability to quickly understand complex operating environments. bull Experience working with Calabrio products preferred, or other Call recording Work Force Management software bull LAN and WAN QoS Knowledge Configuring SIP Trunks and PRI circuits bull Experience with configuring and maintaining Cisco CUBE devices, and troubleshooting via RTMT bull Demonstrated ability to understand and architect the UCCE environment with scripting Cisco software ICM, CVP, VXML

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