Our client is a maker and marketer of natural health products and supplements seeks a strong candidate for a Telecommunications Engineer II. They are a vertically integrated direct response marketing company engaged in marketing and sales of premium natural health care products and supplements through all forms of media and are located near Ft. Lauderdale International Airport.
The Cisco Contact Center Engineer – II (UCCX) is responsible for technology engineering, support and administration of all internal voice technology; including but not limited to: telecommunications software, hardware, firmware, and wiring for business users as well as local and remote call center agents; engages in trouble-shooting telecommunications issues on both TDM and VoIP communications systems; critically evaluates and interprets technology issues; uses computer and telephony knowledge to asses and/or resolve end-user, desktop, server, platform, and voice network issues; serves as liaison to vendors and internal staff to provide support an expertise on all aspects of business communication system.
MUST HAVE THE FOLLOWING EXPERIENCE
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Cisco Contact Center (V10.5) – (Strong)
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Call Manager- (Strong)
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Carrier Infrastructure – (Strong)
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VMWare – (Strong)
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Call Routing
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TCP/IP – (Basic)
Responsibilities:
• Creates and configures user accounts (as an escalation point)
• Responsible for moves, adds and changes within the telecommunications platforms.
• Provides hands-on assistance and troubleshoots all phone equipment failures and service issues for all employees and family of companies.
• Monitor telecom Service Ticket queue for new or open service requests.
• Evaluates and submits phone-system needs.
• Places phone equipment orders as required or submit requests via Service Desk.
• Verifies, organizes and sorts deliveries of telecommunication equipment ordered.
• Maintain telecom profiles for in-house and virtual agents/new employees in all voice applications including but not limited to: Cisco Call Manager, Contact Center UCCE, Presence, Unity ,Calabrio, workforce management and speech analytics.
• Maintain and update voice portals for carriers including call routes for VTNs, DIDs, and IPTFN
• Maintain Cisco Contact Center skills, CSQs and triggers for different departments and products.
• Creates IVR and Auto Attendant call routes and performs IVR software development related to Cisco Enterprise UCCE
• Builds custom workflows for Cisco UCCE
• Operates call detail recording equipment and programs for all telephone extensions.
• Configures alerts and Monitoring tools, applications, and servers
• Constantly Monitors (with tools, applications, and reporting) telephony systems related to: QoS, Jitter, Packet loss, dropped calls, service levels, server availability, service availability, and drive availability, (and anything else required by the business or management) and then uses these tools to deliver approved service levels to the business.
• Configures and supports voice gateways and SBCs
• Maintain and inventory licenses in phone systems, servers, quality management, and workforce management systems to ensure they are up to date.
• Perform daily checkups/maintenance/support of the Call Manager, Contact Center Cisco UCCE, Unity, Presence, AQM, WFM, Speech Analytics, servers as well as voice gateways.
• Administer voicemail, PBX, ACD, IVR, speech analytics, call recording, screen recording, dialing applications and any other communications support needs.
• Provides training and technical expertise on usage of phone equipment and software including desktop clients, voicemail, chat, dialer applications and other related telephony access to end-users.
• Works with business users to develop and implement acceptance test plans to ensure that product meets customer requirements and expectations
• Interfaces with executive management in a professional way
• Manages expectations with tact and diplomacy
• Work with vendor engineers to diagnose and resolve various system issues.
• Ensures that departmental procedures are followed.
• Attend Telecommunications meetings.
• Stays up to date on required certifications (Business will support Engineer with this task)
• On-call 24/7.
• Performs related work as required by supervisory and senior management.
Qualifications:
• Excellent interpersonal and communications skills with the ability to interact effectively with others, including senior management and executives
• Solid technical knowledge and experience in the use and application of the most current technologies and products used in the Telecommunications industry
• Previous experience working in Telecommunications or Help Desk for 6+ years required
• Previous experience supporting call center environments preferred
• Previous experience supporting Cisco environments required
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