Job Description

Cisco IP Telephony System Engineer - UCCE

Full-time

E*Pro Consulting service offerings include contingent Staff Augmentation of IT professionals, Permanent Recruiting and Temp-to-Hire. In addition, our industry expertise and knowledge within financial services, Insurance, Telecom, Manufacturing, Technology, Media and Entertainment, Pharmaceutical, Health Care and service industries ensures our services are customized to meet specific needs. For more details please visit our website

We have been retained for providing recruiting assistance, for direct hires, by one of the world-leading information technology consulting, services, and business process outsourcing organization that envisioned and pioneered the adoption of the flexible global business practices that today enable companies to operate more efficiently and produce more value.

Mandatory Technical / Functional Skills

• This position will be responsible for senior-level management and maintenance of the companies' CORE Cisco Telecom environment in Data center, Stores and Corporate offices.
• It will include the participation in and oversight of the daily upkeep and administration of the companies' telecom infrastructure and computer systems.
• This position will also be responsible for the Critical administration and maintenance of the companies' Core telecom infrastructure and architecture.
• Experience of configuration and provisioning of Call Manager, Cisco Unified Contact Center, Unity, ACME, CER and CUPS (Cisco Unified Presence Server, SIP PROXY), in a SIP (Session Initiation Protocol) environment.
• Hands on Experience in Cisco Unified Contact Center Enterprise (UCCE)/ICM /CVP and ACME SBC.
• Training and Hands on experience in Call Studio/ ICM Scripting.
• Preferred to have partner certifications on the UCCES /UCCED / UCCEI certified CCNA/CCNP/CCIE-Voice.
• Functional experience in Unified CVP comprehensive deployment model with Unified ICM Enterprise.
• Experience in configuring and troubleshooting Cisco Unified CVP VXML solution for Cisco Unified CVP.
• Experience in Configuring and troubleshooting the Cisco VXML /Voice Gateways.
• Experience in analysis of historical data, diagnostic features and end-to-end serviceability
• Experience in Design of Cisco Unified CVP solution for failover protection and high availability.
• Experience in troubleshooting to isolate and correct system failures.
• Experience in configuring ICM PGs and CTI components used in a UCCE environment.
• Experience in Creating and monitoring call routing scripts using the ICM Script Editor utility.
• Good Hands-on Experience in UCCE/ICM troubleshooting including RTTEST, OPCTEST, PROCMON, DUMPLOG.

Roles and responsibility

• Applies business and technical analytical skills to analyze, implement and deploy comprehensive support processes to resolve complex business & operational issues involving multi-tiered Cisco IP (internet protocol) Telephony applications.
• Implements Cisco IP Telephony solutions by translating business requirements into project plans thru implementation of Cisco IP Telephony applications including Cisco CVP/ACME SBC/ICM (Cisco Voice Portal/Intelligent Contact Manager) Enterprise call routing, Cisco IPCC (IP Contact Center), VXML (Voice Extensible Markup Language) Gateways.
• Applies knowledge of call center operational dynamics as it relates to implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues.
• Works with various IT development teams to integrate custom-developed and 3rd-party provided software and hardware solutions including software applications, IVR (Interactive Voice Response), Call Center and data base integration with the Cisco IP Telephony infrastructure.
• Prepares documentation and conducts training and user orientation for clients detailing configuration of proposed and deployed solutions.
• Participates, as a key member of the Telecommunications team, in the installation, configuration, troubleshooting, and monitoring of core LAN/WAN services required for VoIP (Voice Over Internet Protocol) deployments including QOS (Quality of Service), COS (Class Of Service) VLAN's (Virtual Local Area Network), SBC?s (Session Border Controller) and SIP (Session Initiated Protocol) Carrier Services.
• Interprets network alert and performance management tool output to properly engineer the capacity and resiliency of the UCC (Unified Call Center) portion of the VoIP network.
• Maintains knowledge of Cisco UCC/UCM (Unified Call Manager) and network enhancements through both personal and company-sponsored continual education including training courses, seminars, conferences, professional publications.

• Total experience in required skill (years) Minimum 7 Years
• 1. Documenting the Next Generation 2.0 call flows and Scripts.
• 2. Creating SOP's on the Next Generation 2.0 for the Level 1 and Level 2 operations team.
• 3. Creating the troubleshooting guides for the Next Generation 2.0 environment.

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