UCCE Engineer - (Newport News) in Newport News, Virginia For Sale

7 years of experience installing and advanced configuration of UCCE enterprise contact center deployments they should have experience with version 8 or higher- (They must have previous experience migrating and/or implementing UCCE at remote locations across the US) 2 7 years of experience planning, designing, and configuring IP IVR scripts and call processing as well as layer 2 and layer 3 support 3. 7 years experience deploying, configuring and scripting Cisco UCCE software [ICM, CVP, IP-IVR], and third party software, and integrated peripheral systems. (In-depth experience with call routing and configuration as well as ICM / IPCC scripting) **In this role you will be responsible for the call routing, scripting and configuration of UCCE while working with and interacting with our design and architecture leads, project management team, developers and testers. Experience with multi-site configurations or large system administration role preferred. The network is a Cisco environment supporting servers, users, IP Telephony and Call Centers. The position will work with the business analyst, telephony engineers and project managers to inventory, plan, design, and configure IP IVR scripts and call processing. GREAT CUSTOMER SERVICE AND COMMUNICATION IS KEY Looking for an experienced Cisco UCCE Engineer to join our VoIP Professional Services delivery team. In this role you will be responsible for the call routing, scripting and configuration of UCCE while working with and interacting with our design and architecture leads, project management team, developers and testers. Experience with multi-site configurations or large system administration role preferred. Will be part of the Network and IP Telephony Infrastructure group serving as a technical project resource on an IP Telephony Call Center upgrade projects. The network is a Cisco environment supporting servers, users, IP Telephony and Call Centers. The position will work with the business analyst, telephony engineers and project managers to inventory, plan, design, and configure IP IVR scripts and call processing. Roles/Responsibilities: * Deploy, configure and script Cisco UCCE software [ICM, CVP, IP-IVR], and third party software, and integrated peripheral systems * Call routing and configuration * Perform ICM / IPCC scripting * Perform integration with other enterprise applications * Identify and quantify project tasks. * Identify and recommend improvements. * Serve as an escalation point for issues * Provide support for portions of the IP Telephony / Call Center environment as needed. * Designing and configuring CVP scripts from IP IVR scripts. * Exercise Innovation during all stages of the project life cycle from design through implementation. * May provide On-Call support responsibilities on a rotational basis. * Responsible for delivery of excellence in products, process, and infrastructure management. * Accountable for following Change Management process and other operational processes. * Applies business and technical analytical skills to analyze, implement and deploy comprehensive support processes to resolve complex business & operational issues involving multi-tiered Cisco IP (internet protocol) Telephony applications. * Implements Cisco IP Telephony solutions by translating business requirements into project plans thru implementation of Cisco IP Telephony applications including Cisco CVP/ICM (Cisco Voice Portal/Intelligent Contact Manager) Enterprise call routing, Cisco IPCC (IP Contact Center), VXML (Voice Extensible Markup Language) Gateways. * Applies knowledge of call center operational dynamics as it relates to implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues. * Works with various IT development teams to integrate custom-developed and 3rd-party provided software and hardware solutions including software applications, IVR (Interactive Voice Response), Call Center and data base integration with the Cisco IP Telephony infrastructure. * Prepares documentation and conducts training and user orientation for clients detailing configuration of proposed and deployed solutions. * Participates, as a key member of the Telecommunications team, in the installation, configuration, troubleshooting, and monitoring of core LAN/WAN services required for VoIP (Voice Over Internet Protocol) deployments including QOS (Quality of Service), COS (Class Of Service) VLAN's (Virtual Local Area Network), Client's (Session Border Controller) and SIP (Session Initiated Protocol) Carrier Services. * Interprets network alert and performance management tool output to properly engineer the capacity and resiliency of the UCC (Unified Call Center) portion of the VoIP network. * Maintains knowledge of Cisco UCC/UCM (Unified Call Manager) and network enhancements through both personal and company-sponsored continual education including training courses, seminars, conferences, professional publications. Requirements: * Cisco ICM Enterprise development and deployment experience, including scripting, configuration and call routing * IP-IVR integration design or deployment * CVP or AVP application deployment experience * Experience with voice gateways or H.323, SIP or MGCP protocol experience * Cisco IP Dialer, Email Manager is a plus * Unity Experience is required * Multi-site configuration and hybrid of enterprise level IP and TDM environments is a plus * Strong client facing skills * Bachelor's Degree in Engineering or 5 plus years of experience in lieu of 4 year degree. * Bachelor degree in Electrical/ Electronics/Computer/Information Technology with minimum of 5 years of relevant Telecom experience. * Minimum 5 years of experience of configuration and provisioning of Call Manager, Cisco Unified Contact Center, Unity, CER and CUPS (Cisco Unified Presence Server - SIP PROXY), in a SIP (Session Initiation Protocol) environment. * Hands on Experience in Cisco Unified Contact Center Enterprise (UCCE)/ICM /CVP. * Training and Hands on experience in Call Studio/ ICM Scripting. * Preferred to have partner certifications on the UCCES /UCCED / UCCEI certified CCNA/CCNP/CCIE-Voice. * Functional experience in Unified CVP comprehensive deployment model with Unified ICM Enterprise. * Experience in configuring and troubleshooting Cisco Unified CVP VXML solution for Cisco Unified CVP. * Experience in Configuring and troubleshooting the Cisco VXML /Voice Gateways. * Experience in analysis of historical data, diagnostic features and end-to-end serviceability. * Experience in Design of Cisco Unified CVP solution for failover protection and high availability. * Experience in troubleshooting to isolate and correct system failures. * Experience in configuring ICM PGs and CTI components used in a UCCE environment. * Experience in Creating and monitoring call routing scripts using the ICM Script Editor utility. * Good Hands-on Experience in UCCE/ICM troubleshooting including RTTEST, OPCTEST, PROCMON, DUMPLOG. * The ideal candidate would have a Cisco Certification Monday through Friday 8-5 About TEKsystems: Join TEKsystems(R), a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-xxxx or email accommodation@teksystems .com for other accommodation options.
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