UCLA Health
Principal Contact Center Engineer
UCLA Health - Los Angeles, California, United States, 90189
Work at UCLA Health
Overview
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Overview
Principal Contact Center Engineer
Work Location: Los Angeles, CA, USA Onsite or Remote Flexible Hybrid Work Schedule: Monday-Friday 8am-5pm PST; support operation hours, 7am - 9pm PST; available weekends/holidays; on-call schedule Salary Range: $112900 - 256900 Annually Employment Type: 2 - Staff: Career Duration: Indefinite Job #: 12143 Primary Duties And Responsibilities
The Principal Contact Center Engineer will provide leadership in the development of communications technology and architecture for UCLA Health's Enterprise Contact Center, including the design, planning, assessment, and implementation of Cisco Packaged Contact Center Enterprise (PCCE) systems and integration with other voice technologies and communication services. This is a senior level role, specializing in network voice technology implementations as well as troubleshooting and fielding operational requests. In this role, you will: Lead the escalation support for PCCE, and will provide recommendations and initiate the necessary corrective action to ensure optimal contact center performance Maintain compatibility and functionality with Cisco and PBX mixed VoIP solutions Specify the migration path toward Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems Ensure that capacity planning and upgrade planning of PCCE and related applications are maintained Perform configuration, diagnostics and technical resolution on network issues, cover second to third tier support with a focus on Cisco PCCE and VOIP technologies Ensure integration and support of SAML, SaaS, And CCaaS applications and solutions This role will provide day-to-day support of the 24 x 7 contact center production environment. 105,200 - $250,600 annually. Expects to pay for this position is about 105,200 - $175,000 annually. Job Qualifications
Work Location: Los Angeles, CA, USA Onsite or Remote Flexible Hybrid Work Schedule: Monday-Friday 8am-5pm PST; support operation hours, 7am - 9pm PST; available weekends/holidays; on-call schedule Salary Range: $112900 - 256900 Annually Employment Type: 2 - Staff: Career Duration: Indefinite Job #: 12143 Primary Duties And Responsibilities
The Principal Contact Center Engineer will provide leadership in the development of communications technology and architecture for UCLA Health's Enterprise Contact Center, including the design, planning, assessment, and implementation of Cisco Packaged Contact Center Enterprise (PCCE) systems and integration with other voice technologies and communication services. This is a senior level role, specializing in network voice technology implementations as well as troubleshooting and fielding operational requests. In this role, you will: Lead the escalation support for PCCE, and will provide recommendations and initiate the necessary corrective action to ensure optimal contact center performance Maintain compatibility and functionality with Cisco and PBX mixed VoIP solutions Specify the migration path toward Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems Ensure that capacity planning and upgrade planning of PCCE and related applications are maintained Perform configuration, diagnostics and technical resolution on network issues, cover second to third tier support with a focus on Cisco PCCE and VOIP technologies Ensure integration and support of SAML, SaaS, And CCaaS applications and solutions This role will provide day-to-day support of the 24 x 7 contact center production environment. 105,200 - $250,600 annually. Expects to pay for this position is about 105,200 - $175,000 annually. Job Qualifications