Specialty Development Senior #
Job Description:
This position is for a Telephony Engineer working on the Contact Center Engineering team. This technical position will be part of a team providing engineering function for UCCE core components (CVP, ICM/AW, CUSP, GWs, etc.), and integrations with adjunct systems (CUCM, CUIC, dialer, call recording applications/infrastructure, Workforce Management, Concilium Silent Monitoring, etc.). UCCE is the telephony platform supporting Ford/Ford Credit call centers globally. Responsibilities: • Lead/contribute to the continuous changes in our Cisco UCCE core components. This includes the design, integration, deployment, and maintenance of new component (e.g. Hyperflex, Concilium Silent Monitoring, IR Collaborate, CVP servers, etc.) • Maintain proper security and controls • Work with Cisco Engineers, Cisco TAC and other Cisco SME's as an escalation point for production support issues and software updates
 
Skills Required:

• Ability to explain end-to-end call flow through the UCCE core components • Demonstrated ability to design, deploy, and troubleshoot UCCE issues including: reading logs, pulling logs from server platform; ability to coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT) • Demonstrates initiative, ability to work independently and with a strong sense of system ownership, ability to multi-task • Ability to communicate clearly, both verbally and in writing with sensitivity to the audience and content; Collaboration skills and attention to detail • Willingness to occasionally work weekends and off hours support as required due to system updates

 
Skills Preferred:

• Experience with vCenter, ESXi, VMs and Hyperflex • Knowledge of Cisco ICM and CVP call script development

 
Experience Required:

• 7+ years of UCCE experience, installing and advanced configuration on Cisco UCCE

platforms • Technical knowledge of Cisco UCCE - ICM, CVP, CUIC and Finesse
 
Experience Preferred:

• Experience with administrating ESXi hosts, Virtual Machines, and Linux appliances • Knowledge of Windows Server & Linux OS, Windows/Linux scripting • Knowledge of Verint call recording solution • Knowledge of Noble outbound dialers • Knowledge of Cisco ICM and CVP call script development

 
Education Required:

• BE in IT or related area

 
Education Preferred:

• CISCO UCCE certifications (preferred)