Verizon Cisco UCCE Engineer in Dallas/Fort Worth Airport, Texas
Engineering and administrative level expertise in Cisco Unified Contact products supporting an external Verizon customer. Responsibilities include providing technical (break/fix), management, and administration support of primarily Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCE) with other Cisco IP Telephony/IP Contact Center applications. Knowledge of Cisco applications to include Cisco Unified Communications Manager (CUCM), Cisco Unified Voice Portal, Cisco Unified IP Interactive Voice Response (IPIVR) will be beneficial for holistic support.
Bachelor’s degree or equivalent experience; 4+ years hands-on experience with Cisco IP Telephony/IP Contact Center in a large scale production environment.
Provide support for full suite of Cisco Contact Center and Unified Communications technologies (CUCM, CVP, IPIVR, UCCE and UCCX)
Working knowledge of Cisco Unified Communications Manager V8.x, 9.x and 10.x
Working knowledge of H.323 protocols and Session Initiation Protocol (SIP)
Working knowledge of Cisco Voice XML Gateways
Troubleshooting and configuration for Cisco Customer Voice Portal V8.x, V9.x and 10.x as well as associated VOIP technologies and platforms to include Cisco Internetwork Operating System (IOS) , Voice Extensible Markup Language (VXML), Aggregation Services Routers (ASR), Text to Speech (TTS), etc.
Extensive experience in troubleshooting and configuration for Cisco Unified Contact Center Enterprise (V8.x, V9.x, and 10.x) and Express (v8.x and 9.x) as well as associated technologies (Contact Recording, Cisco Agent Desktop, Reporting, etc.)
Knowledge and experience troubleshooting and developing Cisco Unified Contact Center Enterprise and express scripting
Troubleshooting and configuration of all Cisco Unified Contact Center Enterprise components (Routers, Loggers, Peripheral Gateways, AW-HDS).
Extensive experience troubleshooting
Ability to effectively communicate to include spoken communication, professional writing, technical writing and effective email writing
Certifications for CCNA Voice or CCNP Voice
Experience with NICE call recording application and/or other enterprise call recording products
Experience in planning, development, support, and/or implementation of Cisco IP Telephony/IP Contact Center applications and/or systems in support of general business operations.
Able to work with general guidance to effectively perform routine to complex assignments; demanding familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices.
Makes technical recommendations that aid in the successful management of contact center applications.
Work is varied and requires frequent interpretation and collaboration.
Must be able to solve a wide range of basic to complex problems with general guidance for the accomplishment of short to medium term goals and operating objectives.
Acts independently and exercises independent judgment and discretion within generally defined practices and policies to select appropriate methods or techniques for obtaining solutions.
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