Consulting Engineer UC and UCCE

Responsibilities

• Relentlessly advocate for engineering efficiencies, demonstrating commitment to retention and employee satisfaction
• Provide end-to-end operational support, including the onboarding of new and existing customers, data collection/reconciliation, etc.
• Deliver customer-focused, solution-oriented support within SLA commitment levels
• Present recommendations based on superior, data-driven analysis
• Consistently demonstrate initiative and commitment to optimizing systems and processes
• Engage with technical and non-technical GDT lines of businesses, partners, vendors, and clients
• Work closely with others to troubleshoot complex customer issues and document solutions

KNOWLEDGE, SKILLS AND ABILITIES

• Strong hands-on experience with CUCM (design, implementation, administration and troubleshooting)
• Expertise in Unity connection and IM & Presence
• Good knowledge of Cisco Voice Gateways
• Understanding of dial plans, route patterns, SIP trunks, SRST and CAC policies
• Familiarity with Cisco Expressway (MRA, B2B, Jabber/Teams integration)
• Familiarity with VMware ESXI and UC virtualization
• Strong working knowledge of Cisco Contact center components including ICM, CVP, UCCX, CUCM, Dialers, CTI, WFM and QM (Recording)
• Cisco UCCE / UCCX scripting or similar contact center application scripting experience
• Experience with CISCO Interaction Manager (CIM) {Web Collaboration, Chat, email}
• Experience with CUIC or similar contact center reporting platforms
• Very Good understanding on IVR Call flows
• Multichannel Applications based on Cisco platform like Chat, Email, SMS, Social Media Mining
• Good knowledge on Oracle / SQL Database.
• Good understanding of various telecom Standards and Protocols (RFC, ITU, IETF, SIP, H.323).
• Strong knowledge in Recording solutions like Verint / NICE/Calabrio
• Understanding of Data center Technologies including Storage Area Networks (SAN), virtualization (VMware), and Cisco's Unified Computing System (UCS).
• Working knowledge with network monitoring and troubleshooting tools (Cisco Prime/Tivoli/Netcool/prognosis/SolarWinds)

Professional Skill Requirements

• Excellent communications skills
• Vendor Coordination & management
• Effective presentation skills
• Ability to develop requirements based on client input
• Problem solving and conflict management
• Ability to work effectively in a remote, virtual, global environment.
• Should have a strong knowledge of Cisco UCCE Contact Centers