Sr. Cisco UCCE Engineer (BHJOB22048_702)

Sr. Cisco UCCE Unified Communications Engineer (Location: Work Remote – Anywhere in the continental United States) As part of the Omni Channel Digital Services Solutions team, you will utilize your strong Cisco Unified Communications Engineering skills to work with client facing technical and functional teams to deliver unified communications solutions migrating numerous Enterprise, Medium, and […]

Sr. Cisco UCCE Unified Communications Engineer (Location: Work Remote – Anywhere in the continental United States)

As part of the Omni Channel Digital Services Solutions team, you will utilize your strong Cisco Unified Communications Engineering skills to work with client facing technical and functional teams to deliver unified communications solutions migrating numerous Enterprise, Medium, and small customers to the cloud. 6mo Contract to perm. Location Remote work from home anywhere in the continental United States.

Role and Responsibilities:

The Unified Communications Engineer will work closely with our clients, sales team, and engineering peers on incoming Unified Communications projects (Phone, Chat, Webex, Conference) and will then architect, design, implement UCCE environment from the ground up with all modules and components. A SIP call will be provided to CVP and the platform but will need to handle the rest of the build-out work. Provide UC Engineering expertise on numerous concurrent projects ranging in size, replacing existing implementations (Avaya, Genesys, etc) with our HCS/UCCE SAAS model – Cisco Hosted Collaboration Services (HCS), Communications Manager, UCCX, UCCE, Verint Workforce Management, QM, AQM, Speech Analytics, BPA. Solution design, IP layer implementation, scoping, agent and skill group naming conventions, api connections. Setting up the UCCE systems (core UCCE skills) for new clients, Engineering, implementing, and supporting advanced unified communications in the cloud. Optimizing and customizing the environment (CVP Scripting). Our solutions require an understanding of complex Contact Center environments, migration experience of premise to cloud applications, CRM, workforce management (WFM) solutions, IVRs and call flows as well as a solid understanding of competitor platforms and emerging technologies in this space. Familiarity with Cisco HCS, Verint Workforce Management (WFM), QM, AQM, Speech Analytics, and BPA.

Requirements – What You’ll Need:

• UCCE architecture understanding, with the ability to build from the ground up with all modules and components. A SIP call will be provided to CVP and the platform you handle the rest of the build-out work.
• Understanding of data and workflows on a call center environment, unified communications, omni channel.
• Experience Setting up the UCCE systems (core UCCE skills) for new clients – solid background in Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) Experience.
• ICM and vast understanding of UCCE and extracurricular components, writing reports, dialer experience.
• Familiarity with Cisco Unified Intelligent Center (CUIC)
• Familiarity or experience with Cisco Hosted Collaboration Solution (HCS) UC collaboration platform for (cloud, hosted, self-service SAAS, and managed models.) AWS, GCP, Azure, Hybrid.
• Familiarity with migrating existing contact centers (Avaya, Genesys, Ring Central SIP CC Box environments to Cisco Unified Communications solutions in the cloud.
• Knowledge of how Open Methods (cloud, on prem and hybrid) integrates between UCCE and OSvC
• Familiarity with Verint WFM, Quality Manager, AQM, Speech Analytics, and BPA solutions.
• Familiarity of Workforce/scheduling/forecasting applications such as Verint WFM, Calabrio WFM/Nice IEX
• Familiarity of Voice recording applications as Verint or Calabrio AQM, callminer, RedBox or others
• Knowledge of Oracle Service Cloud as CRM
• Knowledge of 3rd party applications that integrate with UCCE

Bonus:

• Basic knowledge of MS SQL
• Strong CVP Scripting Skills for Optimizing and customizing the environment
• Bachelors degree in Computer Sciences or equivalent

Location: Remote work from home anywhere in the continental United States.

** We do not work with third-party vendors. We are unable to sponsor or transfer visas for this position; those authorized to work in the US without sponsorship are encouraged to apply.