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TEKsystems · 1 hour ago

Cisco Contact Center Support Engineer (UCCX)

New York, NY

Contract

Hybrid

Mid, Senior Level

$40/hr - $50/hr

4+ years exp

TEKsystems is a leading provider of business and technology services, and they are seeking a Cisco Contact Center Support Engineer to support engineering initiatives for contact center express (UCCX) services. This role involves managing and resolving technical issues related to Unified Communications and Contact Center functionality, ensuring user satisfaction and optimal system performance.

Information Technology

No H1B

Responsibilities

Manage and resolve UC and Contact Center incidents, service requests, tasks, and change management tickets to ensure user satisfaction and optimal system performance

Respond to and resolve technical issues escalated to problem tickets regarding UC and Contact Center functionality

Diagnose user and technical problems by analyzing system logs, network traces, and configuration settings to identify root causes and implement solutions

Perform routine maintenance tasks like updating system configurations, managing user access, adjusting call routing rules, and modifying agent schedules based on business requirements

Monitor system health actively through dashboards and alerts, identifying potential issues and taking corrective actions to prevent service disruptions

Generate reports on key performance indicators (KPIs) such as the volume of UC and Call Center tickets, the frequency of recurring issues, the nature of customer requests, and system availability to identify trends and opportunities for improvement

Collaborate with customers to understand their needs, provide technical guidance on best practices for utilizing Contact Center features, and address customer concerns

Assist with integrating Contact Center with other systems, such as CRM, workforce management, and authentication platforms, ensuring seamless data flow and functionality

The candidate will manage and support our Cisco Packaged Contact Center Enterprise (PCCE) and Contact Center Express (UCCX) environments

This includes everything from day-to-day operations and technical support to project analysis and implementation

Manage day-to-day operations of PCCE/UCCX, including user and script modifications

Offer technical support for PCCE/UCCX, addressing issues, requests, and questions

Handle deployment, integration, and testing during contact center migrations

Troubleshoot PCCE/UCCX issues effectively

Debug and troubleshoot quality monitoring systems, potentially involving Calabrio Cloud QM & WallboardFX

Assist in project analysis, implementation, and ongoing support for PCCE and UCCX

Contribute to internal technical projects as needed. Facilitate knowledge transfer within the team and to other departments. Perform other job-related duties as assigned

Must be a self-motivated individual who can work in a fast-paced, dynamic environment and a strong desire to learn and succeed

Experience managing and maintaining complex systems, including user access control and security measures with Cisco Call Manager, Cisco Contact Center Enterprise, Webex, Verint, Calabrio, or similar platforms

Between UC and Contact Center, the team is about 10

We are streamlining Operations, Implementation and Engineering. We have more Engineers on the team, and need a few operations team members to support the business

Need a Operational Support resource with ample knowledge to manage customers (Communication/Troubleshooting/Ticket Mgmt.), and escalating to Engineering SMEs as needed. (details in the job description)

Supporting all internal users who use our contact center and UC platforms

Tier 1,2, before passing to Engineering

Qualification

Cisco Contact CenterUnified CommunicationsNetwork ProtocolsBasic ScriptingAnalytical SkillsProblem-SolvingCommunication SkillsAttention to Detail

Required

MUST HAVE A BACHELORS Degree

Must be eligible to work in the US without sponsorship due to client requirements

NO THIRD PARTY CANDIDATES - Must work direct on TEKsystems W2

4-6 years of proven experience analyzing and supporting unified communications and contact center operations in large, complex, fast-paced environments coupled with strong analytical and problem-solving abilities to effectively diagnose and resolve technical issues

Strong understanding of contact center technologies and collaboration tools, combined with a solid knowledge of network protocols (SIP, TCP/IP) and their impact on Contact Center operations

4-6 years working with end users and all groups

Able to interact with customers, clearly explain technical concepts, and provide timely support

Must pay close attention to detail and have excellent communication skills

4-6 years Basic scripting knowledge (e.g., Python, XML/VXML) to customize Contact Center workflows and configurations

Must be a self-motivated individual who can work in a fast-paced, dynamic environment and a strong desire to learn and succeed