UCCE Engineer

Charlotte, NC. Posted just now

Resource Informatics Group Inc
400 E Royal Lane
Posted By
18 Months
Start Date
Tech Category
5 - 15 Years
Tech Sub-Category
Work Permit
Green Card Holder, H-1B Visa, US Citizen are encouraged to apply
Tax Terms

Job Description

Role: UCCE Engineer Location: Charlotte - NC Duration: 18 Months Note: NO Student Visas allowed. This position will serve as an Engineer on the within the Platform Engineering arm of the Interaction Routing Platform Engineering group. As a Engineer within this team the following job functions will be performed: • Completes end to end call flow analysis and documentation on all incoming requests to ensure traceability of impacts to Cisco UCCE platforms (Carrier, Call Routing, Telephony, Softphone/End-points) • Represents CTI/Tel/Softphone across the platform base in major project planning efforts with the ability to evaluate line of business current state and desired future capabilities, identify gaps or issues, recommend opportunity areas, determine potential timing and sequencing of improvement initiatives and support business case development to define the costs and benefits of proposed solutions • Solution Implementation & Support: on large scale or tier 4 system issues will own research and resolution spanning across multiple Telephony platforms and infrastructure • Utilize experience of contact center systems such as multi-site call routing, IP-PBX (CUCM), Cisco Voice Portal (CVP), IP-IVR, Automated Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Workforce Management (WFM), and multi-contact routing solutions of email, web and chat to provide guidance and thought leadership as a highly-skilled contact center advisor for internal and external audiences Required experience: • UCCE: 5 years
Key Skills
cisco ucce platforms cti/tel/softphone ip-pbx (cucm) cisco voice portal (cvp) call routing acd ivr computer telephony integration workforce management pbx cti wfm cisco voice

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