Urgently Required!!! UCCE Engineer/ Architect | Long Beach, CA

[chiru Ch]

Requirement #1:

Job Title   : UCCE Engineer

Location  : Long Beach, CA
Duration : Contract/ Contract-to-hire

 

Duties:

·         Collaborate with appropriate SMEs to define requirements, evaluate criteria and business cases for feature expansion of CC (Contact Center) Platform.

·         Work closely with network, operations and security teams to deploy CC Platform;

o   Installation, acceptance, training, documentation, monitoring, validation, project management, turn-up, feature verification, T3 support readiness, tools & methods;

·         Work in parallel with UCCE Architect to align overall IT requirements;

·         Work in parallel with Business Analysts to align overall business requirements;

·         Ensure compliance of all infrastructure and vendor CC solution standards;

·         Use existing network analysis and trunk utilization data to optimize Contact Center network for capacity engineering.

·         Be cognizant of network capacity, bandwidth, traffic peaks, performance and availability of  CC infrastructure to recommend improvements in technologies and practices to improve efficiency and metrics;

·         Provide tier 3 technical support and mentoring to team members and other support organizations;

·         Maintain familiarity with trends and new development in technologies related to Contact Center solution and providing strategic technology direction and ideas to senior management and executives;

·         Domestic and international travel may be required.

 

Technical Skills:

·         Minimum 10+ years’ experience related to Contact Center engineering;

·         Desirable experience engineering and implementing  all or some of the following Contact Center modules: Skills based routing, email routing integration, Universal Routing / Multimedia Queuing, click to call / click to chat, self-service / IVR applications, cradle to grave reporting and real time dashboards;

·         Desirable experience engineering and implementing all or some of the following Quality Monitoring modules: Voice analytics, VoIP recording, screen-capture, Scheduling / Workforce Management;

·         In-depth knowledge  of call flow creation logic and migrations from legacy contact center solutions;

·         Proven Experience in capturing, documenting and supporting end user requests, as well as working as a key element bridging the needs of the business with the IT capabilities;

·         Current and familiarized with current Contact Center trends and evolution (including NPS, CSAT scoring, FCR, etc.);

·         Demonstrated ability to utilize Contact Center management tools, assuring performance and interfacing with vendors;

·         Familiarity with Cisco Contact Center solutions (Unified Contact Center Enterprise or UCCE)

·         Understand product and software life cycle and capacity planning for Contact Center applications;

·         High-level expertise in applications troubleshooting.

 

Education

·         BS in Computer Science, Electrical Engineering, Telecommunications Engineering or equivalent required.

·         CCIE Voice or CCVP preferred.

·         Cisco’s Contact Center product training is a plus.

 

 

Requirement #2:

Job Title   : Cisco UCCE Architect

Location  : Long Beach, CA
Duration : 6+ Months

 

This position is for a senior - level Cisco Unified Communications Architect with strong understanding of contact centers and contact centers infrastructure, in a Cisco environment. In this role the candidate will be responsible for the technical leadership, architectural design, project management, and deployment of Cisco Unified Contact Center Enterprise solutions.  

·         The candidate must have advanced expertise capable of maintaining and improving UCCE/CUCM/CUBE infrastructure CLI expertise in maintaining and improving SIP Trunking SBC such as CUBE. 

·         Experience with designing and configuring dial-in conferencing plans.  Must have excellent documentation, communication, and customer service skills.

·         Project management and coordination experience and working knowledge of Cisco Unified Contact Center (UCC), ACD, IVR and CTI applications.  Advanced expertise in Cisco Unified Communications Manager (CUCM), Voice gateways (MGCP/H323/SIP) besides voice-related systems, applications. 

 

Technical Skills:

• A minimum of 7+ years progressive architecture and design experience with Cisco Unified Communications product suite including, but not limited to: 
• Cisco Unified Contact Center Enterprise
• Cisco Unity Connection
• Cisco Unified Presence
• Cisco enterprise call manager
• VOIP
• Experience with standard architecture methodologies at enterprise level
•  Experience with Cisco Cube, CO interfaces, Call Manager, IVR, ACD, switches, routers, SRST, call routing, VOIP and UC.

·         Single call Manager Cluster

·         Sip configuration is ACME-Cube.  SIP g711

·         Experience working with providers like AT&T and Level 3

·         SIP trucking (AT&T), DID/DOD(Level3) experience

·         Call routing

·         Automated call distribution (ACD)

·         IP telephony

·         Scripting

• CCVP, CCDP, or CCIE certification would be helpful

 

Project Skills:

·         UCCE Infrastructure architecture and design

·         Proof of Concepts

·         Financial Modeling

·         Business Requirements

·         Performance and benchmarking

·         Troubleshooting

 

 

If you are comfortable with the requirement, Please provide me the following information :

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Regards,

 Chiru Chinthakindi

 Executive Recruiter  | Damcosoft Inc. |

Email: Chiranjeevi....@damcosoft.com

Phone: 631-759-8044  ext: 406

894 Green Street, Suite B, Iselin, NJ 08830

112 W 34th St, 18th Floor, New York, NY 10120