System Engineer

Job Information:

Position Summary

The UC Engineer (Contact Center) will assist in the administration and support of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, and support UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment.

• Analyzes and administers/maintains the current UCCE environment and associated applications.
• Administers the UCCE platform.
• Develops and modifies simple UCCE call flows.
• Develops technical documentation for support of UCCE environment.
• Adheres to company documented application deployment and support standards and best practices.
• Owns a portion the resolution process for customer issues/incidents.
• Maintains sizing and scaling documentation for the UCCE environment.

Major Responsibilities:

70% - Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE call flows and third-party applications.

10% - Responsible for detailed documentation of UCCE environment.

10% - Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability.

10% - Assists in performing research on contact center applications, technologies, methodologies, and tools.

• Performs other duties as assigned
• Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement.”

Education:

• Bachelor's degree Preferred Or equivalent combination of education and/or experience

Experience:

• 3-5 years

Required Knowledge, Skills :

• CCNA: Desired (but not required) Preferred
• UCCE Design Certification/Exam: Desired (but not required) Preferred
• UCCE Implementation Certification/Exam: Desired (but not required)Preferred
• UCCE Support Certification Preferred.