Title : CNS_ Contact Center_ Cisco
Location : Minneapolis, MN
Duration : 12 + Months Contract
Visa Type : Green Card, US Citizen , H4 EAD, GC EAD
Competencies: IT IS_CNS_Contact Center_Cisco
Essential Skills:
Job Description
- Contact Center Operations Engineer - The Operations Engineer will support the production environment by pro-actively monitoring and quickly responding to hardware/software/network incidents.
- Frequently collaborate with vendor/contractor partners to develop and implement detailed design, configuration and engineering strategies/solutions to resolve issues/incidents while remaining focused on security, up-time and performance.
Responsibilities
Incident Response / Resolution:
- This role is responsible for developing solutions for complex application problems, system administration issues, participate in the triage of issues through monitoring and escalations, resolving escalated incidents from L1 and L3, overall day to day maintenance and hygiene for the Contact Center Environment.
- In addition to developing approved solutions that are aligned with the objectives and standards to enable optimal performance, stability, and extensibility.
- Troubleshooting & Incident Management
- Perform moderately difficult and independent assignments in the troubleshooting, problem diagnosis, problem resolution and ongoing production support for one or more technologies within the technical area of expertise.
- Responsible for participating in MAC changes within the environment while insuring that all change processes are followed. Proactive Monitoring & Preventative Maintenance- Pro-actively monitor the stability and performance of various technologies within area of expertise and takes appropriate corrective action prior to an incident or problem occurring.
- Ensure patching and regular maintenance is performed as required.
- Actively collaborate with fellow members of the team and contractors/vendors on bridge calls to prevent or resolve incidents/problems in an expeditious manner.
- Analysis- - Recommend, deploy and document strategies and solutions for software/hardware/network engineering problems/incidents based upon comprehensive and thoughtful analysis of business goals, objectives, requirements and existing technologies.
- Independently identify key issues, patterns and deviations during the analysis.
- Leadership & Partnerships - Manage effective relationships and works in partnership with leadership, team members, vendors, and contractors to deliver robust technical solutions ensuring that service level commitments and project time lines are maintained.
- Processes, Standards & Best Practices- Participate and provide input in the continual refinement of processes, policies and best practices to ensure the highest possible performance and availability of technologies.
- Documentation - Create, maintain and update documentation of detailed design documents, diagrams, engineering specifications, build changes, models, troubleshooting and support guides, systems metrics and Standard Operating Procedures as required to ensure operational excellence.
- Continuous Learning- Continuously develop specialized knowledge and technical subject matter expertise by remaining apprised of Industry trends, the direction of emerging technologies, and their potential value to the business.
Required Qualifications
- Bachelor’s degree in Computer Science, Computer Information Systems, Engineering or related field; or equivalent work experience.
- 5-7 years of proven engineering expertise within the subject matter domain.
- Ability to support working outside of normal business hours to provide after hour or "on-call" support when necessary to solve high profile incidents/problems.
- Highly innovative problem solver with strong analytical and customer service abilities required.
- Ability to communicate and articulate technical information across various organizational levels.
- High reasoning aptitude and ability to quickly understand complex operating environments.
Preferred Qualifications
- UCCE Specialist
- Engineer is expected to possess 5-7 years of experience and detailed working knowledge of the following technologies:
- UCCE, ICM, CVP – Unified Contact Center Enterprise 10.5.3 - 11.6
- Basic VXML and ICM Scripting knowledge
- CTI Integrations with 3rd party applications
- ICM Web Setup, PG Setup, Script Editor, Configuration Manager
- Skill Groups, Call Types, Script Selector, CTI Route Points
- Egain chat administration
- Intradiem and Aspect Administration
- CUCM - Call Manager 10.5 - 11.5
Experience : 4-6 Years’ Experience required
Education : At least a bachelor’s degree (or equivalent experience) in Computer Science, Software/Electronics Engineering, Information Systems or closely related field is required
Andy Novel
Email: andy.novel@iTechUS.net
iTech US, Inc. | Texas/Vermont/NJ |www.itechus.net