Cisco UC/Voice/UCCE/UCCX/PCCE Tier III Engineer
Working Hours: 4 - 10 hr staggered shifts as indicated on draft shift schedule for Eastern Time Zone
Estimated Duration: 12-36 months
Clearance: Must be able to pass a Public Trust type background check with fingerprinting and drug screening
Requirements:
Bachelor s degree required or equivalent experience. Five (5) years minimum experience in the Voice/Unified Communications, Unity, Unified Contact Center Enterprise (UCCE), AND Package Contact Center Enterprise (PCCE) fields. CISCO UCS Certifications preferred. Tier IIIs MUST have CUCM, Voice, Unity, UCCE, and PCCE expertise.
Job responsibilities and key requirements include, but are not limited to, the following:
- Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to voice, CUCM, Unity, UCCX, UCCE AND PCCE.
- Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
- Collaborate with other Tier IIs and escalate to Tier III Engineers to reach successful and timely resolution for all customer issues.
- Conduct a warm handoff of unresolved issues or activities in progress at shift changes.
- Proactive Monitoring and Analysis of UC Infrastructure
- Support after hours maintenance on Contact Center and Cisco VoIP systems
- MACD and Service Request Support
- System level changes and maintenance
- Problem Management support including post-mortem reports and analysis
- Analysis of service infrastructure using specialized tools and systems
- Perform system and database backup and recovery
- Circuit outages; work with carriers to resolve circuit issues
- Daily/night health checks on all systems as applicable
- Troubleshoot user outages related to UCCX/UCCE/PCCE platforms
- Assist Networking group in troubleshooting network related VoIP and UCCX/UCCE/PCCE outages
- Perform UCCX/UCCE System upgrades to PCCE
- Perform hardware/firmware installations
- Manage/assist with service disruptions
- Integrated third party application support
- Configuration Management support i.e. Finesse application, perform installation of call agent
- Install UCCX/UCCE/PCCE System patch applications
- Scripting for UCCE and PCCE call routing
- Manage UCCX/UCCE/PCCE contact service queue creation, configuration, outage response, application management, user license installations
- Troubleshoot and solve call flow issues affecting various UC platforms
- As requested, develop architectural modifications to network based on mission requirements
- Maintain documentation for systems and data center environment
- Provide timely and thorough escalation support to Tier IIs and escalate to Tier IVs as appropriate
- Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control and Testing
- Performance Tuning, System Optimization and Capacity Planning (lab) Reporting- resolution status updates
- Understand and support Cisco CVP IVR applications in accordance with client requirements. Develop and write necessary code to integrate Cisco UCCE/PCCE with other API s, CTI screen pop, Finesse gadgets, IVR database dips.
- Strong familiarity with CVP scripting and an experienced development background
- Responsible for implementation (build) of a variety of voice patterns including Cisco and Contract Center applications and peripherals.
- Experience administering, engineering, deploying, troubleshooting, and supporting all components of the CISCO UCCE suite including CVP & ICM scripting.
- Database/SQL skills/Custom Reports
- Ability to work independently and end with a strong sense of system ownership.
- Firm understanding of CUCM call routing, device pools, codec configurations, dial-peers, and partition management required.
- Strong understanding of TCP/IP and ability to troubleshoot LANs and WANs required.
- Experience with Cisco Voice platforms, Call Manager, Unity, VoIP gateway, SIP, ISDN PRI and dialing plans.
- Experience with monitoring, capacity planning, performance reporting, optimization and troubleshooting of enterprise deployment.
- Strong work ethic, highly responsive, dependable, and self-directed, problem-solver
- Good team player that takes initiative and works collaboratively.
- Resourceful and can identify issue to resolution and keep project moving forward.
- Demonstrates strong oral and written communication skills, with the ability to communicate with discernment, sensitivity, technical topics to management and non-technical audiences, as well as interface with the customer daily.
Warm Regards,
Zahid H Ansary
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