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NextGen Person

UCCE Telcom System Engineer in Fenton, MO at NextGen

Date Posted: 3/21/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Fenton, MO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/21/2019

Job Description

  • Job Description:
  • • Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems
  • • Responsible for implementation (build) of a variety of voice patterns including Cisco and Contact Center applications and peripherals
  • • Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution
  • • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • • Create and update policies and procedures
  • • Proficiently configure, operate, upgrade and ensure maintenance of all installed Private Branch Exchange (PBX), voicemail systems, and assist with Voice over Internet Protocol (VoIP) equipment.
  • Implement and Support
  • • Evaluate multiple vendor data products through documented test plans, vendor selection, and develop engineering specifications and guidelines for these data products.
  • • Maintains a broad knowledge of current and emerging state-of-the-art telecommunication systems technologies, architectures, and products.
  • • Analyze existing voice and data networks and recommend solutions
  • • Engineer, configure and lead the design, configuration and deployment of all Unified Communications infrastructure
  • • Design, configure and support the Cisco UCCE Environment. (ICM, CVP, Finesse, CUIC, Peripheral Applications)
  • • Ensure that all Telecom technologies comply with industry standards.
  • Design and Capacity Planning
  • • On-call availability during off-hours in the event of service problems with the system.
  • • Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions.
  • • Must be self-starter and work well independently, as well as, within a team environment
  • • Responsible for all backend systems related to the phones as well as front end applications related to Contact Center
  • Essential Functions
  • • Background in VoIP Telephony, Cisco Call Manager, Cisco Unity Voicemail, Jabber, and Webex.
  • • Experience with complex call center environments.
  • • High level proficiency in Cisco Contact Center technologies such as ICM, CVP, Finesse, and CUIC
  • Prior experience working with clients
  • Demonstrated ability to work independently and team environments
  • 5+ years in a technology related field
  • Must Haves:
  • Gives logical answers to questions. Prepares and listens well. Draws out relevant information and effectively communicates to team. Writes clear summaries of own work; with guidance, writes small sections documents; understands and uses department standards.
  • Basic understanding of MaritzIT standards, processes and best practices. Remains aware of current initiatives. Understanding MITS 3- year plan and is able to align to the strategic direction and priorities of the functional plan. Supports implementation of new technologies.
  • Good understanding of Business Unit issues as they relate to technology. Performs issue resolution.
  • Working independently and as a team to monitor and maintain the Telecom platform. This includes assisting with internal requests and end user questions, partnering with the customers gathering user requirements, and troubleshooting problems. Contributes to technical discussions regarding technical solutions, architecture, and plan execution.
  • Principle Responsibilities
  • QualificationsBachelor's degree3-5 year Cisco Unified Contact Center Enterprise (UCCE) experience
  • Ability to analyze complex situations, negotiate and position solutions towards Maritz strategic plans, excellent execution skills
  • Nice to Haves:
  • • Experience with peripheral technologies: Workforce Management, Call Recording, Email/Chat Routing, etc
  • • Experience in call flow design and development in Cisco UC environments.
  • • Experience with Cisco Voice Gateways and SIP Protocol
  • • Unified communication platform
  • • Organizational and planning skills with attention to detail and follow through
  • • Partner with multiple contact centers, providing best practices, and recommending solutions to current and future business problems.
  • • Additional work hours beyond normal duty hours may be necessary, at times, to complete the weekly workload
  • • Ability to work independently and with a strong sense of system ownership
  • • Define telecom architecture, evaluate products, and implement new technologies into the stores & Call Centers
  • .• Design Call Reports as per business requirements
  • • Responsible for all aspects of configuring, architecting and sustaining the Unified Communications environment (VOIP, Contact Center, and other Collaboration technologies)
  • • Assess, design and document technical requirements supporting business/RFP needsResearch and Evaluation
  • • Evaluates new technologies, develop business cases, and make recommendations to project teams and senior management for implementation
  • .• • Perform routine system configuration changes such as add, move, and change station numbers, assign class of restriction/class of service privileges, install both digital and analog telephone sets, change auto attendant menus, add and delete voice mail boxes, and reset alarms.
  • • Work closely with colleagues to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center.
  • • Install and maintain telecommunications equipment and cabling as needed
  • • Provide engineering and support on Cisco UC and Contact Center Platforms including CUCM, CUC, UCCX and UCCE, Session Border Controllers, voice gateways, voice circuits (IP and/or TDM)
  • • Design, implement, manage, and troubleshoot Cisco Unified Communications Systems, including Call Manager/Unified Communications Manager and Contact Center Enterprise
  • • Install and configure Voice Gateways and Gatekeepers as part of the IP telephony system
  • • Perform other duties as assigned by leadership
  • • Have an amazing culture, and love to solve complex problems. If you share the same values, you might find yourself in a perfect company!
  • • 4+ years' experience with Cisco Contact Center and Voice Technologies
  • • IVR programming experience
  • Extras
  • • Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems
  • • Responsible for implementation (build) of a variety of voice patterns including Cisco and Contact Center applications and peripherals
  • • Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution
  • • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • • Create and update policies and procedures
  • • Proficiently configure, operate, upgrade and ensure maintenance of all installed Private Branch Exchange (PBX), voicemail systems, and assist with Voice over Internet Protocol (VoIP) equipment.
  • Implement and Support
  • • Evaluate multiple vendor data products through documented test plans, vendor selection, and develop engineering specifications and guidelines for these data products.