Consultant - Systems Engineer (Cisco Unified Contact Center Enterprise)

Consultant - Systems Engineer (CISCO) JOB INFORMATION Job Title Name Consultant - Systems Engineer Position Summary JOB PURPOSE The UCCE Consulting Engineer (Cisco 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 design, analyze, develop, implement, and maintain 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). Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies complex UCCE call flows. Develops technical documentation for support of UCCE environment. Adheres to company documented application deployment and support standards and best practices. Owns a portion the resolution process for customer issues/incidents. Maintains sizing and scaling documentation for the UCCE environment. Develops and modifies UCCE/third-party application reports. Implements applications to support internal operations/support/auditing/provisioning processes. Assists in developing specifications for migrating existing platforms to the UCCE environment. Develops and implements optimization and continual improvement plans for the UCCE environment. Designs and develops applications to support internal operations/support/auditing/provisioning processes. Conducts risk assessments, facilitates communication across project groups and stakeholders. Designs and develops custom applications to be used by customers. Serves as subject matter expert for the UCCE environment (architecture, development, support). Works with business partners/vendors in analyzing, researching, evaluating and recommending application integration and support services. Interfaces with customers to translate business acumen and rules into UCCE application requirements and deliverables. Major Responsibilities 50% - Performs research and development on contact center applications, technologies, methodologies, and tools. 20% - Responsible for UCCE platform optimization efforts. 20% - 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% - Responsible for detailed documentation of UCCE environment. Performs other duties as assigned Practices and adheres to the Code of Conduct philosophy and Mission and Value Statement." Direct Reports: No Education Bachelor's degree Preferred Or equivalent combination of education and/or experience Experience 7-10 years Required Knowledge, Skills, Abilities CCNA: Desired (but not required) Preferred UCCE Design Certification/Exam: Desired (but not required) Preferred UCCE Implementation Certification/Exam: Desired (but not required) Preferred UCCE Support Certification Preferred Consultant - Systems Engineer (CISCO) JOB INFORMATION Job Title Name Consultant - Systems Engineer Position Summary JOB PURPOSE The UCCE Consulting Engineer (Cisco 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 design, analyze, develop, implement, and maintain 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). Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies complex UCCE call flows. Develops technical documentation for support of UCCE environment. Adheres to company documented application deployment and support standards and best practices. Owns a portion the resolution process for customer issues/incidents. Maintains sizing and scaling documentation for the UCCE environment. Develops and modifies UCCE/third-party application reports. Implements applications to support internal operations/support/auditing/provisioning processes. Assists in developing specifications for migrating existing platforms to the UCCE environment. Develops and implements optimization and continual improvement plans for the UCCE environment. Designs and develops applications to support internal operations/support/auditing/prov