UC Engineer II
Our Opportunity:
The Unified Communicatons Engineer’s role is to design, install, support, and maintain telecom technologies and unified communications systems including CUCM, Unity, UCCE, CVP, Zoom and Slack. This includes configuring, diagnosing, repairing, upgrading, and optimizing all VoIP, voicemail, PBX communication systems, Collaborations tools, 24/7/365 multisite Call Center and video conferencing environments.
In this role you will be responsible for the call routing and configuration of voice applications while working with and interacting with our design and architecture leads, project management team, developers and system engineers. If you have experience with multi-site and call center environments , we want to talk to you!
What You'll Do:
- Responsible for design, architecture, implementation and delivery of our Cisco voice/video systems
- Support, Develop and maintain different call flows to integrate with 3rd party applications such as SQL DBs, Oracle service Cloud, Call recording solutions, WFM, etc
- Support, Develop and maintain Finesse workflows and desktop settings
- Perform analysis and diagnosis of complex voice and data network issues
- Support Cisco Contact Center infrastructure and its associated software including (CUCM, Unity, UCCE, CUIC, Finesse, CVP, NICE IEX, Cisco Expressway, CRM - Oracle Service Cloud)
- Collaborate with other systems engineers/vendors for upgrades of operating systems, applications, hardware, etc
What You'll Need:
- 5+ years of UCCE experience, installing and advanced configuration of Cisco CUCM/UCCE platforms
- Understanding of Cisco routing and switching technologies
- Knowledge of Cisco Unified Contact Center Enterprise (UCCE or UCCX), Cisco Unified Communications Manager (CUCM), Cisco Unified Communications Manager solutions, and CUBE.
- Cisco Customer Collaboration technologies, including UCCE version 12 or higher, Finesse, CVP and CUIC
- Expertise on configuration and administration of Voice Features
- Knowledge of CISCO UCCE environments to diagnose both application and infrastructure outages
- Experience with monitoring tools such as Solarwinds, Grafana, Splunk and Cisco RTMT
- Experience managing Telecom carriers
- Knowledge of Voice recording applications such as RedBox, NICE IEX, Clarabridge, OSvC, etc
- Knowledge of MS SQL
- Position may require travel
- Must be willing to participate in on-call rotation shifts
Bonus:
- Experience/Knowledge of UCaaS (Cisco, InContact, Connect, etc)
- Advanced technical knowledge of Cisco UCCE - ICM, CVP, CUIC and Finesse
- Scripting experience Cisco tool set including UCCE/UCCX, Call Manager and CVP
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
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