Senior Cisco Contact Center Engineer

HealthPartners is currently hiring for a Senior Cisco Contact Center Engineer. This role is accountable for the applications and telephony infrastructure supporting contact center agents across the organization. In this hands-on role, you will leverage your knowledge of contact center best practices to support our contact centers. Primary responsibility is to collaborate with our leaders and employees to design and implement contact center solutions that meet our business needs. The candidate must have excellent communication skills and ability to explain technology to non-technical individuals. The candidate must be able to manage multiple work streams and have excellent time management to meet agreed upon deadlines. Other responsibilities include developing, installing, troubleshooting, and maintaining Cisco contact center systems and solutions.

The candidate will resolve issues and perform installations in collaboration with other Cisco engineers and analysts, infrastructure teams, network team, business users, and vendors. The engineer will develop, test, and update disaster recovery plans, ensure security compliance and change management. This position also analyzes utilization levels, monitors traffic, proposes configuration or technology changes to meet service levels, and oversees the design and execution of upgrades and maintenance activities on the contact center platforms. The engineer in this role will also participate in projects, strategic initiatives, and provide recommendations and strategic advice.

Required Qualifications:

• Bachelor of Science in Information Systems, Telecommunications, or Business Management or equivalent experience
• 5+ years of experience in hardware/network design, equipment vendors and carriers and specifically the following systems on prem or on the cloud:
  
  
  
  • Cisco Unified Contact Center Enterprise (UCCE)
  • Cisco Finesse
  • Cisco Unified Intelligence Center (CUIC)
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Unity Connection (CUC)
  • Cisco Unified Customer Voice Portal (CVP)
  • Passion for helping customers & exceeding customer expectations.
  • Excellent people skills and ability to build effective relationships with staff at all levels.
  • Design, Implement, Edit and Optimize call flows.
  
  
• Excellent oral and written communication skills
• Detail-oriented and proven organizational skills.
• Strong interpersonal relationship skills
• Strong critical thinking skills
• Excellent desktop tool usage including Word, Excel, Access, and PowerPoint functionality.
• Experience with Agile project management and Scrum methodology
• Exercise considerable initiative, planning, judgment, and work independently.
• Experience performing disaster recovery testing.
• Drive to any location, and be available outside normal business hours, including weekends.
• Serves on a team on-call rotation schedule to address emergency production issues after hours.
• Translate technical jargon and concepts into easy-to-understand language.
• Knowledge of VOIP and QOS
• General Understanding of Network Protocols e.g.: DHCP, DNS, LDAP, VLANS, SIP, FTP, SSH, and TCP/IP

Preferred Qualifications:

• Cisco Certifications or have relevant experience.
• SIP voice services experience.
• SIP / CUBE Knowledge
• SIP integrations to 3rd party applications (Avaya Session Manager, Cisco CVP, etc.)
• Voice Gateways configuration, deployment, and troubleshooting.
• Courtesy Call Back (CCB)
  
  
  
  • Experience building/designing new queues.
  • Providing support and reporting
  • Ability to reverse engineer existing queues.
  
  
• Cisco Emergency Responder (CER)
• Calabrio/call recording:
  
  
  
  • Experience with infrastructure support and troubleshooting
  • QM forms design experience
  • Experience with the Calabrio WFM module
  
  

Hours/Location:

• M-F; Days
• The engineer may work in a hybrid capacity and will be required to be on-site at least once per week or as needed.
• The engineer will participate in a rotating week-long on-call rotation that averages once every 8-9 weeks.

Position Responsibilities:

• Provides support on the selection, implementation, installation, and maintenance of all communications related systems.
• Troubleshoots contact center and communication systems issues.
• Coordinates with vendors and organizational staff the installation and planning of moves, adds, and changes of services.
• Tests and updates disaster recovery plans; ensuring adequate availability and capacity for enterprise communications.
• Conducts telecommunications analyses and identifies cost savings opportunities.
• Analyzes quarterly traffic/busy studies for the telephone and voicemail systems/network/ACD groups.
• Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs.
• Monitors utilization levels and trends throughout the organization to determine if service levels are being met.
• Conducts feasibility studies for small to moderate projects.
• Coordinates project tasks, ensuring adequate planning and resource allocation.
• Creates, maintains, and updates Contact center and communication systems infrastructure diagrams and other documentation.
• Participates in technology roadmap discussions and planning.