Cisco Sr. UCCE Telecom Engineer

Cisco Sr. UCCE Telecom Engineer Duration: 12 months Onsite Requirement:5 days per week, office hours Visa – GC/Citizen Interview- Any Job Description: The Sr. UCCE Engineer will help support all administrative, planning and monitoring aspects of Contact Center and Voice technologies to include Cisco UCCE, ICM Scripting, CVP Call Studio, Finesse, Nobel Dialer, Jabber, WebEx, RightFax, Cisco Universal Call Manager. Participate in planning for the installation of new technology, upgrades and configuration, and the design of telecommunication roadmap of devices and services. Participate in disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of a disaster. Perform research and evaluation of new technology including hardware and software. Provide tier III support to the Helpdesk for collaboration and telecommunications technology; as well as, work with network administration to resolve issues related to connectivity. Proactively train and create documentation to ensure junior staff members can grow and support tier II & III issues with ease. Troubleshoot, rebuild, recover and tune telecom equipment. Adhere to standard operating procedures (SOP’s) to guarantee a stable environment. Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success. Help with monthly telecommunication system risk analysis and assessment reports. Provide the above mentioned support in a 24×7 operation. Primary responsibilities include: Troubleshoot, rebuild, recover, and tune telecom equipment. Create and maintain call flow and adhere to standard operating procedures (SOP’s) to ensure a stable environment. Perform research, evaluation, installation, and upgrades of Telecom hardware and applications. Administration and monitoring of Contact Center/Voice technologies which include Cisco UCCE, ICM Scripting, CVP Call Studio, Finesse, Nobel Dialer, Jabber, WebEx, RightFax, Cisco Universal Call Manager Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success. Collaborate with the Help Desk. QUALIFICATIONS & REQUIREMENTS EDUCATION/TRAINING: Bachelor’s degree in Engineering & Networking or related discipline or Cisco CCNA Certification. REQUIRED EXPERIENCE: 5 to 8 years of progressive hands-on experience in Cisco Unified Communications with a focus on CVP or UCCE Demonstrate working knowledge in NICE voice and screen recording technology Demonstrate working knowledge of telecommunications equipment and software, i.e. Cisco Application suite Experience in document management using SharePoint. Experience in creating the technical design documents using MS Visio. Experience in ICM/CVP scripting. Experience in troubleshooting issues providing efficient resolutions that minimizes downtime. A team player with excellent written and verbal communication skills and strong organizational skills. Must have a service-oriented attitude with excellent problem solving and analytical skills. Ability to work independently, self-motivated, and highly focused are required. Ability to thrive in a changing environment. Ability to manage multiple projects with multiple priorities. PREFERRED EXPERIENCE: Cisco CCIE with strong CVP scripting abilities