Hi,
Please let me know your interest for the position below. Also share your Updated resume
Phone/Skype Hire. REMOTE
Location: REMOTE Wed-Sat 5pm-3am ET shift
Duration: 12+ months
Rate: Open
Clearance: Must be US Citizens and able to pass a Public Trust type background check with fingerprinting and drug screening
Responsibilities
• Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to voice, CUCM, Unity, UCCX, UCCE AND PCCE.
• Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
• Collaborate with other Tier IIs and escalate to Tier III Engineers to reach successful and timely resolution for all customer issues.
• Conduct a warm handoff of unresolved issues or activities in progress at shift changes.
• Proactive Monitoring and Analysis of UC Infrastructure
• Support after hours maintenance on Contact Center and Cisco VoIP systems
• MACD and Service Request Support
• System level changes and maintenance
• Problem Management support including post-mortem reports and analysis
• Analysis of service infrastructure using specialized tools and systems
• Perform system and database backup and recovery
• Circuit outages; work with carriers to resolve circuit issues
• Daily/night health checks on all systems as applicable
• Troubleshoot user outages related to UCCX/UCCE/PCCE platforms
• Assist Networking group in troubleshooting network related VoIP and UCCX/UCCE/PCCE outages
• Perform UCCX/UCCE System upgrades to PCCE
• Perform hardware/firmware installations
• Manage/assist with service disruptions
• Integrated third party application support
• Configuration Management support i.e. Finesse application, perform installation of call agent
• Install UCCX/UCCE/PCCE System patch applications
• Scripting for UCCE and PCCE call routing
• Manage UCCX/UCCE/PCCE contact service queue creation, configuration, outage response, application management, user license installations
• Troubleshoot and solve call flow issues affecting various UC platforms
• As requested, develop architectural modifications to network based on mission requirements
• Maintain documentation for systems and data center environment
• Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate
• Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing
• Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates
• Understand and support Cisco CVP IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API’s, CTI screen pop, Finesse gadgets, IVR database dips.
• Strong familiarity with CVP scripting and an experienced development background
• Responsible for implementation (build) of a variety of voice patterns including Cisco and Contract Center applications and peripherals.
• Experience administering, engineering, deploying, troubleshooting, and supporting all components of the CISCO UCCE suite – including CVP & ICM scripting.
• Database/SQL skills/Custom Reports
• Ability to work independently and end with a strong sense of system ownership.
• Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management required.
• Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required.
• Experience with Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, ISDN PRI and dialing plans.
• Experience with monitoring, capacity planning, performance reporting, optimization and troubleshooting of enterprise deployment.
• Strong work ethic, highly responsive, dependable, and self-directed, problem-solver
• Good team player that takes initiative and works collaboratively.
• Resourceful and can identify issue to resolution and keep project moving forward.
• Demonstrates strong oral and written communication skills, with the ability to communicate with discernment, sensitivity, technical topics to management and non-technical audiences, as well as interface with the customer daily.
Skills Needed
Requirements: Bachelor’s degree required or equivalent experience.
Five (5) years minimum experience in the Voice/Unified Communications, Unity, Unified Contact Center Enterprise (UCCE), AND Package Contact Center Enterprise (PCCE) fields.
CISCO UCS Certifications preferred.
MUST have CUCM, Voice, Unity, UCCE, and PCCE expertise.