Cisco Contact center engineer
Core
Engineer supports Cisco Unified Contact Center infrastructure, performing incident management, problem analysis, and after-hours changes for voice and contact center applications.
Role type
Senior IC Contact Center Operations Engineer
Builds
Cisco UCCE, CUCM, and IOS gateway infrastructure for Ameriprise's contact center operations
Domain
Financial Services / Telephony & Contact Center
Required skills
Cisco UCCE (11.6-12.5), Cisco CUCM (11.5-12.5), IOS ASR/ISR gateways, SIP Trunking, CTI Integrations, SQL Server, VMware ESXi, F5 Load Balancers, Call Routing, Dial Plan Configuration, Troubleshooting, RCA, Change Management
Preferred skills
UCCE Specialist Certification, CCNP Collaboration, Basic ICM Scripting, Nuance ASR/TTS, eGain Chat Integration
Technologies
Cisco UCCE, Cisco CUCM, Cisco IOS, SQL Server 2008/2016, VMware, F5, Nuance, eGain
Responsibilities
Perform resolution for all Cisco Unified Contact Center infrastructure incidents, provide expert-level troubleshooting and analysis, implement technology changes including after-hours upgrades, document detailed change implementation plans, analyze device and server network performance logs, provide technical expertise for problem management including RCA.
Seniority
Senior, hands-on IC