* Please send resumes to [email protected] <[email protected]> Yahoo! IM: premreddyg UCCE Engineer Location: San Francisco, CA Duration: Fulltime Job Description: · Design, implement and maintain complex CISCO ICM/UCCE systems in call centers. · Work with business users to define needs and advise solutions. · Serve as technical expert for call center technologies. · Direct multiple telecom-related projects from central office and coordinate with all remote telecommunication liaisons at regional office for implementation. The UCCE Engineer will also be involved in helping maintain the integrity of the IP based voice recording system and workforce management systems. Troubleshooting inbound/outbound call issue from start to finish and into recording are all a part of the UCCE Engineer responsibilities as this position is to be one of the most knowledgeable employees in the department. Responbilities: · Responsible for all inbound/outbound call traffic to the Call Center. · Cisco UCCE, IPIVR scripting and call routing is a primary responsibility. · Conduct Design Meetings with remote telecommunication liaisons, vendors and business owners for any upgrade/changes on an on-going basis. · Familiarize self with company's business, business goals and telephony strategies. · Works with business users to determine call flow and call center requirements, solutions, reporting and systems enhancements. · Documents corporate and remote branch call flow configurations and call flow charts. · Build and maintain spreadsheets for call center strategies. · Evaluates and recommends new products and concepts for call center activity. · Mentors and trains remote telecommunication liaisons in call center technology and applications. · Participates in strategic and tactical planning of complex voice networks with an emphasis on call center solutions. · Works within guidelines, technological strategic goals, and other I.T. policies and procedures. · Keeps colleagues and I.T. Managers abreast of current and future I.T. development activities. · Remains abreast of emerging technical issues affecting the call center environments currently employed by company. · Work with Team Leaders to make recommendations relating to Practice Methodologies and Tools. · Occasional travel to regional offices is required. · 5+ years of applicable CTI experience. · Minimum of 4 years of experience in a large scale telephony environment. · Minimum 3+ years experience of working in a Call Center environment required. · Candidate must have experience with Cisco UCCE, IPIVR, Cisco Unified Communication System · architecture, Cisco Communication Manager, Voice Gateway, QOS, and Cisco Unity. Some working knowledge of the other traditional telephony/telecom system is also a must. · Fluent with Windows Server 200x, Active Directory and SQL Server 200x will be needed to help maintain this environment. Client PC experience also a plus. · Understand all elements of a specific product family as well as understand the integration with different systems and switches. · Significant hands-on experience in the implementation of systems. · Capable of leading design sessions, installing ICM/UCCE, developing call flows, compose technical documentation, and mentoring other tem members. · Experience with ICM/UCCE and IPIVR Scripting · Experience with Call Center Applications such as Contact Center Recording, Workforce Management, Email management, Outbound Dialer. · Experience with different protocols such as: TCP/IP, ICMP, UDP, SNMP, SMTP, BGP, and OSPF. · CCNP level understanding of routing and switching is also required. · Knowledge of local and long-distance carriers. Experience with carrier coordination. · Ability to envision non-typical solutions and practical migration strategies. · Ability and desire to learn new applications. · Ability to master new tasks with minimal training. · Able to travel to remote locations nationwide. · Available to work extended hours and/or weekends on short notice. · Able to work and make decisions, with little or no direct supervision. · Work as a productive member of Internet Operations team. · Able to handle pressure situations and proficiency in multitasking. · Intermediate to Advanced proficiency in Microsoft Windows, MS Excel, MS Access. · Computer troubleshooting experience a must. · Must have past hands-on VoIP roll out project experience. · Must have extremely strong written and verbal communication skills. · Some Supervisory Responsibility. Skills required: Cisco UCCE, IPIVR, Cisco Communication Manager, CTIOS and Cisco Unity. MS Excel, MS Access, MS Windows 200x, MS Exchange, Strong knowledge of T1s, PRI-ISDN T1s, DIDs, ISDN, DSL, POTS. Experience / Education: · Bachelor's degree in Computer Science, Engineering, a related field or equivalent education required. · Cisco Certified Network Professional (CCNP) certification required, passage of the CCIE desired Knowledge and Experience with: · Cisco ICM Enterprise development and deployment experience · Cisco IP Dialer development experience · Cisco Unity Architecture deployment and support preferred · CISCO IP-IVR Application Design, Development, and support · CISCO ICM Solution Architecture and Integration Design · CISCO ICM Script Design and Deployment · CISCO CVP Solution Architecture and Integration Design · CISCO CVP Application Design and Development · ICM Enterprise script, design, deployment experience · H.323, SIP and/or MGCP integration experience with UCCE Solutions · SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis · Multi-site configuration and hybrid of enterprise level IP and TDM environments · ITIL Framework awareness · Excellent technical documentation skills G Prem | Talent Acquisition Cloudeeva, Inc. 104 Windsor Center Drive, Suite 300, East Windsor, NJ 08520 Direct: 732.226.3459 | Fax: 732-584-2474 Email: [email protected] <[email protected]> http://www.cloudeeva.com/ <http://www.systemsamerica.com/> Silicon Valley | San Francisco | New York | San Ramon | Delhi | Hyderabad | Singapore [image: Description: cid:[email protected]] *
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