Gilder Search Group
Senior UC Engineer (Contact Center)
Gilder Search Group, Nashville, Tennessee, United States, 37247
12 months
The Senior UC Engineer (Contact Center) will assist in the design of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, implement, and develop UCCE (and associated third‑party) applications to improve the efficiency, capabilities, and stability of the UCCE environment. This individual will assist in the evaluation, selection, engineering, security, and platform design of the UCCE environment (including CRM, CTI, e‑Service, IVR, quality management/call recording, reporting/analytics, speech analytics, video, and WFM applications).
Responsibilities
40% - Responsible UCCE platform optimization effort (via in-depth knowledge of platform architectures and integrations)
40% - 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. Develops and modifies complex UCCE call flows/scripts
10% - Assists in performing research on contact center applications, technologies, methodologies, and tools
10% - Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE/third‑party application reports
On‑call rotation and other responsibilities as assigned
Requirements
Minimum 6 years of experience working with UCCE build/configuration
Experience working with Cisco all Manager administration
Minimum 6 years of experience providing support and troubleshooting UCCE issues
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The Senior UC Engineer (Contact Center) will assist in the design of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, implement, and develop UCCE (and associated third‑party) applications to improve the efficiency, capabilities, and stability of the UCCE environment. This individual will assist in the evaluation, selection, engineering, security, and platform design of the UCCE environment (including CRM, CTI, e‑Service, IVR, quality management/call recording, reporting/analytics, speech analytics, video, and WFM applications).
Responsibilities
40% - Responsible UCCE platform optimization effort (via in-depth knowledge of platform architectures and integrations)
40% - 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. Develops and modifies complex UCCE call flows/scripts
10% - Assists in performing research on contact center applications, technologies, methodologies, and tools
10% - Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE/third‑party application reports
On‑call rotation and other responsibilities as assigned
Requirements
Minimum 6 years of experience working with UCCE build/configuration
Experience working with Cisco all Manager administration
Minimum 6 years of experience providing support and troubleshooting UCCE issues
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