Skills: Cisco Unified Contact Center Express (UCCX), Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC):
Experience level: Mid-senior
Experience required: 7 Years
Education level: Bachelor’s degree
Location: Lansing, MI -2 Days Onsite
Job Summary:
DTMB Network Services is seeking a highly skilled Senior System Engineer to join our team. The successful candidate will be responsible for providing design, engineering, technical implementation support, process design, and service design package documentation for the Cisco Unified Contact Center Express (UCCX). This role requires expertise in enhanced call routing and call center agent/supervisor functional requirements. The Senior System Engineer will also provide Level 2 and 3 technical support, training, and knowledge transfer to the Telephony Services staff. Additionally, the role includes engineering and technical support for the Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC).
Key Responsibilities:
- Design and implement solutions for Cisco Unified Contact Center Express (UCCX) to meet enhanced call routing and call center functional requirements.
- Provide Level 2 and 3 technical support for UCCX, CUCM, and CUC.
- Develop process design and service design package documentation.
- Conduct training sessions and knowledge transfer to Telephony Services staff.
- Collaborate with team members to ensure seamless integration and operation of telephony systems.
- Troubleshoot and resolve complex technical issues related to UCCX, CUCM, and CUC.
- Stay updated with the latest industry trends and technologies to enhance service delivery.
Required Technology Skill Set
- Cisco Unified Contact Center Express (UCCX): 5+ years of experience
- Cisco Unified Communications Manager (CUCM): 5+ years of experience
- Cisco Unity Connection (CUC): 5+ years of experience
Qualifications:
- Proven experience in designing and implementing Cisco telephony solutions.
- Strong problem-solving skills and the ability to work independently.
- Excellent communication and interpersonal skills.
- Ability to train and mentor team members effectively.
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