Full Time, Remote Work
New York
Posted 1 month ago

Senior UCCE Engineer

New York City (Location: Work Remote – anywhere in the continental United States)

$165K Base + additional company bonus

Position ID:  MVS21014

 

Sr. Cisco UCCE/PCCE/CVP Contact Center and Unified Communications Consultant

 

Role and Responsibilities:

  • Work closely with our clients, sales team, solutions architects, and engineering peers on incoming Contact Center Unified Communications projects (Phone, Chat, Webex, Conference) and will then architect, design, and implement UCCE environment from the ground up with all modules and components.
  • Provide Contact Center Engineering expertise on numerous concurrent projects ranging in size, implementing new systems or replacing existing implementations (Avaya, Genesys, etc) with the Current Partner vendor platforms such as Cisco UCCE/PCCE/CVP/UCCX/WxCC – Cisco Communications Manager, UCCX, UCCE, Calabrio/Verint/Eleveo Workforce Management, QM, AQM, Speech Analytics systems. Solution design, IP layer implementation, scoping, agent and skill group naming conventions, REST API connections.
  • Setting up the UCCE systems (core UCCE skills) for new clients, Engineering, implementing, and supporting advanced unified communications in and on-premise or cloud environment.
  • Optimizing and customizing the environment (CVP/IVR Scripting).
  • Our solutions require an understanding of complex Contact Center environments, migration experience of premise to cloud applications, CRM, workforce management (WFM) solutions, CVP/IVRs and call flows as well as a solid understanding of competitor platforms and emerging technologies in this space.
  • Overall familiarity with Cisco Platforms, Five 9, Inference, Twilio, Calabrio and Verint Workforce Management (WFM), QM, AQM, Speech Analytics platforms.

 

Requirements – What You’ll Need:

  • 7 – 10 years work experience in the areas listed below.
  • UCCE architecture understanding, with the ability to build complete UCCE/PCCE systems from the ground up with all modules and components.
  • Understanding of data and workflows on a call center environment, unified communications, omni channel setups.
  • Experience setting up the UCCE systems (core UCCE skills) for new clients – solid background in Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Communications Manager (CUCM) experience.
  • Detailed understanding of UCCE/PCCE/CVP and add-on components such as ECE, Finesse, and dialer experience.
  • Familiarity with Cisco Unified Intelligent Center (CUIC) and writing custom reports.
  • Familiarity or experience with Cisco Contact Center and Collaboration Solution and integrations with AWS, GCP, Azure, Hybrid environments.
  • Familiarity with migrating existing contact centers platforms such as Avaya, Genesys, Ring Central, etc. to Cisco Contact Center and Unified Communications solutions on-premise or to the cloud.
  • Knowledge of how Open Methods (cloud, on prem and hybrid) integrates between UCCE and OSvC.
  • Familiarity with Calabrio and Other WFM, Quality Manager, AQM, Speech Analytics, and BPA Solutions.
  • Familiarity of Workforce/scheduling/forecasting applications such Calabrio WFM, Verint WFO, etc.
  • Familiarity of Voice recording applications as Verint or Calabrio AQM or others.
  • Knowledge of Salesforce.com, ServiceNow, and other Cloud based CRM’s.
  • Knowledge of 3rd party applications that integrate with CVP such as Nuance, Lumenvox, SOAP and REST API’s, etc.
  • Ability to periodically work a weekly on-call schedule for our advanced support customers.

 

Bonus:

  • Knowledge of MS SQL and Database Structures
  • WebEx Contact Center Certifications
  • Strong CVP Scripting Skills for Optimizing and customizing the environment
  • Development Certifications in C# (.Net Core 3.1+); Javascript (tyscript); REST API’s
  • Other Third Party knowledge/certifications such as Five9, Inference, Twilio Genesys, etc.
  • Bachelor Degree in Computer Sciences, Software Engineering or equivalent contact center engineering experience.

Job Features

Job Category

Engineer

Salary

$165,000

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