What are the responsibilities and job description for the Senior Cisco Contact Center Engineer position at ITR Group?
Seeking a Senior Cisco Contact Center Engineer to work hybrid onsite in the Minneapolis, MN area.
Schedule : Monday - Friday; 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. You'll participate in a rotating week-long on-call rotation that averages once every 8-9 weeks.
What you'll do : 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. Collaborate with leaders and employees to design and implement contact center solutions that meet our business needs. Key skills include : excellent communication skills and ability to explain technology to non-technical individuals; ability to manage multiple work streams and have excellent time management to meet agreed upon deadlines. Other key skills : developing, installing, troubleshooting, and maintaining Cisco contact center systems and solutions.
As a Sr. Cisco Contact Engineer you will resolve issues and perform installations in collaboration with other Cisco engineers and analysts, infrastructure teams, network team, business users, and vendors. 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. Lastly - you'll participate in projects, strategic initiatives, and provide recommendations and strategic advice.
EXPERIENCE
- 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)
