Contact Center Engineer
Location: Oklahoma City, OK
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.
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.
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.
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
Bachelor Degree Required
5 years of network/telecom administration.
CCNA/ CCNP Collaboration/Voice preferred or comparable experience
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)
Cisco CUBE, Call Manager Express, Unity Express
VOIP, SIP, PRI, MGCP, H.323
PHP, HTML, CSS
Network Performance Tuning SNMP, NetFlow, IP SLA
Network Administration and Implementation
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