Contact Center Engineer
We are seeking an Engineer to support our enterprise level contact or call center customer sites. The UC solution includes all components of Cisco (UC) solutions including Cisco Unified Communications Manager (CUCM), Unity Connections, Cisco Unified Presence Server (CUPS), Cisco Emergency Responder (CER) , Cisco Unified Contact Center Enterprise (UCCE), Cisco Intelligent Contact Management (ICM), CVP, and IP IVR plus other third party software, integrated peripheral systems, hardware administration & testing, network validation, remote administration, systems monitoring, and integration with other enterprise applications.
Must have experience in the following Areas:
- · Advanced networking experience using multiple Ethernet cards on a single server.
- · Experience doing numerous installations and upgrades of above core OS’s.
- · Server hardware experience configuring varying levels of RAID and establishing SAN connectivity.
- · Installation and Administration experience with VMWare or HyperV.
- · Creating and Editing Documentation to include proficiency with Microsoft Word, Excel and Visio
- · Experience in a service, support or technical delivery role for:
- · Cisco Intelligent Contact Management (ICM) / IP Contact Center (IPCC) / UCCE Unified Contact Center Enterprise (UCCE) solutions and integrations
- · Cisco’s IP IVR and Cisco’s Customer Voice Portal (CVP) or third party IVR / VRU solutions and integrations
- · Excellent written and verbal communication skills (technical documentation and client communication)
- · Ability to troubleshoot installation related anomalies
Exposure or Experience with the following:
- · Contact / Call Center
- · Administration
- · Operations
- · Management
- · Work Force Management (WFM)
- · Customer Relationship Management (CRM)
- · CTI Integration
- · Screen Pop
- · Third Party CTI Desktops
- · CISCO Agent Desktop (CAD)
- · CISCO CTI Toolkit (CTI OS) Agent Desktop
- · Call Center Reporting
- · Third Party Call Center Reporting Solutions
- · Cisco Webview
- · Cisco Unified Intelligence Suite (CUIS)
- · Cisco Unified Intelligence Center (CUIC)
- · Multi-Channel Contact Centers
- · Web Collaboration
- · Chat, Email (Exchange), Telephony
- · Cisco Internet Application (CIS, CEM, CIM, EIM, WIM)
- · Cisco IP Telephony (IPT) / Cisco Unified Communications Manager (UCM) (CallManager (CCM)) / Voice Gateways solutions and integrations
- · Unified Contact Center Express (UCCX, IPCC Express)
- · Telecommunications Maintenance & Administration on any major PBX / ACD / IP Telephony platform (Aspect, Avaya, Nortel, etc…) and/or integration with Cisco Intelligent Contact Management (ICM)
Certifications or work related experience in two or more areas:
- · Microsoft Microsoft Certified Solution Engineer (MCSE), Microsoft Certified Technology Specialist (MCTS) or Microsoft Certified IT Professional (MCITP)
- · Routing and Switching, Voice, or Service Provider.
- · Cisco Certified Internetwork Expert (CCIE)
- · Cisco Certified Network Professional (CCNP)
- · Cisco Certified Network Associate (CCNA)
- · VMWare Certified Professional or higher.
- · EMC Cloud or Data Center Architect
- · NetApp Certification
Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.
EEO:
We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.
Benefits & Perks:
Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Pay: $55.00 - $60.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Work Location: Remote
