Principal Contact Center Engineer

Southern California, CA

Posted: 08/08/2018 Employment Type: Contract Industry: Healthcare Job Number: JOS000007853

Under the direction of the Manager of IT Network Engineering, the Principal Contact Center Engineer will provide support for Cisco Contact Center systems and general VoIP technologies. The Engineer is responsible for the design, architecture, implementation and support of Cisco contact Center systems, incident escalation related to the contact center. Provide day-to-day support of the 24 x 7 production environment of ISS Contact Center Enterprise and VoIP. The Contact Center Engineers role functions also include, but are not limited to enterprise project deliverables, project tasks, project documentation, build, installation, performance monitoring, optimization, troubleshooting and maintenance of a variety of systems of the network. The Engineer will also participate in the weekly rotational after-hours 24×7 on-call support and perform other assigned tasks as needed by departmental requirements.
Major Responsibilities/Activities:
Developing and maintaining the design, architecture and implementation of UCCE.
Capacity planning and upgrade planning.
As part of Network Engineering team the UCCE Engineer will provide configuration, diagnostics and technical resolution on network issues ranging from trivial to major, covering 2nd to 3rd tier support with a focus on Cisco Contact Center Enterprise and VOIP technologies.
Candidate will be responsible for meeting customer support SLAs.
Working in an ITIL V3 environment, applicants should be familiar with the principles of Incident, Problem and Change management although certification is not necessary.
Identify opportunities and drive service improvements.
Coordinate, test, and implement applications and technology through projects and initiatives.
Identify applications and systems that require updates and coordinate the implementation with the business owner

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