Contact Center Engineer

Location:  Oklahoma City, OK

Description

Manages and maintains the Contact Center infrastructure of the corporation. Assists with Contact Center & Call Manager corporate deployments and related hardware and software; documents the network and telecommunications infrastructure and works to maximize up time and efficiency.

RESPONSIBILITIES
Telecom/Networking:

• Designs network and telecommunications specifications by conferring with users; analyzing workflow, access, information, and security requirements; network administration, including interface configuration and management strategies.

• Designs network and telecommunication system by evaluating network and telecommunication performance issues including availability, utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network and telecommunications policies and procedures; establishing data and voice connectivity.

• Participates in Design of Contact Center systems and routing.

• Maintains Licensing, organization, and settings for Contact Center Agents.

• Maintains network and telecommunications performance by monitoring and analysis, and performance tuning; troubleshooting network and telecommunications problems; escalating problems to vendor.

• Secures network and telecommunications systems by developing access, monitoring, control, and evaluation; maintaining documentation.

• Prepares users by designing and conducting training programs; providing references and support.

• Design and implement various Telephony projects leveraging Cisco Call Manager and Cisco Contact Center.

• Upgrades network and systems by conferring with vendors; developing, testing, evaluating, and installing enhancements.

• Meets financial requirements by submitting information for budgets; monitoring expenses.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Protects organization's value by keeping information confidential.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Monitors assigned networks and telecommunication systems to assess the need for upgrades, enhancements updates, and preventative measures to avoid outages.

• Develops, submits and administers unit and project budgets, including internal and external client needs to affect completion of scheduled projects and goals.

• Developing test and implementation procedures for new systems and changes.

Documentation:

• Documents specific duties, activities, problems solved and issues resolved

• Assists in the documentation of the network, applications and resources on the network in conjunction with the public service staff.

• Performs training.

Miscellaneous:

• Attends meetings and serves on committees, as requested

• Coordinates with upper management to setup new offices as needed.

• Regular attendance as required

• Performs additional duties and assignments as requested

• Some Travel Required

Education/Certification:

• Bachelor Degree Required

Experience Required:

• 5 years of network/telecom administration.

PREFERRED QUALIFICATIONS
Education/Certification:

• CCNA/ CCNP Collaboration/Voice preferred or comparable experience

Knowledge of:

• Layer 2/3 Protocols

• LAN/WAN TCP/IP, MPLS, BGP, VPN

• Cisco Call Manager, Cisco Unity, Cisco Contact Center (PCCE), Contact Center Enterprise (CCE)

• Cisco Unified Call Studio

• Cisco Unified Intelligence Center (CUIC) Cisco Unified SIP Proxy (CUSP)

• Splunk

• Cisco CUBE, Call Manager Express, Unity Express

• VOIP, SIP, PRI, MGCP, H.323

• Microsoft SQL

• PHP, HTML, CSS

• Network Performance Tuning SNMP, NetFlow, IP SLA

• Network Administration and Implementation

• Cisco IOS

• Call flow analysis

• Emerging technology trends

Skills and Abilities:

• Evaluate critical systems, prioritize workflow and determine solutions

• Excellent written and verbal communication skills

• Interpret and apply laws, regulations and policies

• Provide technical assistance for computer problems

• Read and understand technical manuals

• Work for extended time at keyboard/terminal

• Maintain effective working relationships with supervisor and coworkers

• Work flexible hours, including weekends and evenings