What are the responsibilities and job description for the Senior Cisco Contact Center Engineer position at Talent Software Services?
Are you an experienced Senior Cisco Contact Center Engineer with a desire to excel? If so, then Talent Software Services may have the job for you! Our client is seeking an experienced Senior Cisco Contact Center Engineer to work at their company in Bloomington, MN.
Position Summary : 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 engineer 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.
Primary Responsibilities / Accountabilities :
- 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.
Qualifications :
Preferred :
