The Unified Communications (UC) Contact Center Engineer Lead is responsible for the design, development, implementation, maintenance, and enhancement of the Cisco Contact Center Enterprise (CCE) networks, systems, and equipment. The UC contact center environment includes the Cisco Contact Center Enterprise infrastructure, CUIC reporting server, Finesse agent desktop, associated recording/WFM suite of applications, and related VXML and CUBE gateways, network switches, Cisco UC servers, collaboration tools, and monitoring systems.
The UC Contact Center Lead will set the technical direction for Cisco Contact Centers across the enterprise, working closely with the UC lead/team. The engineer also plans and executes contact center design and deployment, as well as collaboration tool upgrades and migration activities from legacy call center/ACD systems
Education/Specialized Training/Licensure: Bachelor's degree in Computer Science/technical field of study required. Current certification Cisco Unified Contact Center Enterprise Specialist preferred.
Work Experience (Years and Area): Minimum of seven (7) years' experience in a large enterprise converged network (>5000 users and > 40 remote locations) Minimum of six (6) years' experience in a combination of: -Engineering, implementing, supporting CiscoContact Center -TCP/IP, L2/L3, VPN, SNMP -Designing, configuring, and troubleshooting QoS, SIP, H.323, RTP, SCCP, Session Border Controllers, Voice Gateways, Voice circuits (IP or TDM), Cisco Telepresence Infrastructure, QoS, NAT, PAT, and multicast. -Cisco Wireless Local Area Network (WLAN) -Hands-on experience with networking equipment, management tools, e.g., Cisco Prime, Solarwinds, NetScout NGenius, CA Spectrum, NetFlow, Sflow, Network Analyzers, and Wireshark. -Experience with Cisco Patient Connect is a plus.
Management Experience (Years and Area):
Three (3) years in managing Contact Center/voice projects or serving as the team lead
Equipment Operated: All Cisco Collaboration platforms, routing, and switching hardware that correspond to the Cisco current hardware lifecycle.
Communication Skills: Above Average Verbal (Heavy Public Contact); Exceptional Verbal (e.g., Public Speaking); Writing /Composing: Correspondence / Reports
Other Skills: Analytical; Design; Mathematics; Research; Statistical; P.C.; MS Word; MS Excel
Work Schedule: Flexible; On Call
Other Requirements: Must be willing to respond to IT-related outages on 24x7 basis. Must have strong written and oral communication skills, excellent interpersonal skills, ability to prioritize work efficiently, and good team orientation.
TYPICAL DUTIES THAT MAY BE PERFORMED:
1. Service Support
o Leads team in performing analysis of UC Contact Center System problems, as well as provides highest-level crisis management. Triages complex voice/Contact Center issues and perform detailed root cause analysis. Provides 3rd-tier technical support on voice/Contact Center networks for internal and external resources; recommends and implements or directs any approved course of action to resolve issues. Utilizes network-monitoring tools to proactively resolve issues and to ensure that all network devices are operating in an optimal manner. o Assists clients in the daily maintenance of voice and data network infrastructure including Contact Center, UC infrastructure, SIP Border Controllers, VoIP Gateway, LAN, MAN, and WAN. Consults, assesses or audits, designs and interviews customers to determine high level technical requirements. Provides timely project deliverables and meets or exceeds customer expectations. o Adheres to IT Change Control process to implement changes. o Attains SLA goals.
2. Teamwork and Collaboration
o Provides technical design for projects, including project management of internal projects. o Provides technical-level communications and relationship building to gain customer confidence. o Provides regular status reports on tasks accomplished, current issues, and progress toward goals. o Works with Information Security team on UC voice/Contact Center system threats assessment and vulnerability remediation.
3. Design and Engineering
o Consults, assesses or audits, designs, and interviews customers to determine high level technical requirements. Translates requirements into actionable scope of work. o Leads team to design, implement, maintain, and support the Harris Health System Cisco Contact Center Enterprise System. Develops documented design solutions complete with diagrams and bills of materials. Develops UC standards, roadmaps, and blueprints for VoIP and Contact Center. Provides continuous research, assessment, recommendation, and implementation of new technologies. Performs UC Contact Center analysis, UC CCE engineering, capacity planning, traffic engineering and management. o Works with vendors to select the best products for Harris Health System voice/Contact Center applications based on the organization's technology goals. o Prepares basic cost analyses and vendor comparisons to ensure cost-effective and efficient operations; measures the feasibility of various approaches.
o Complies with all mandatory training, o Maintains appropriate industry certifications to include CISCO certifications appropriate to Harris Health System employment standards.
Internal Number: 146857
About Harris Health System
The Harris Health System is a fully integrated healthcare system that cares for all residents of Harris County, Texas. We are the first accredited healthcare institution in Harris County to be designated by the National Committee for Quality Assurance as a Patient-Centered Medical Home, and are one of the largest systems in the country to achieve the quality standard. Our system includes 23 community health centers, five school-based clinics, a dental center and dialysis center, mobile health units, a rehabilitation and specialty hospital and two full-service hospitals.Ben Taub Hospital is a world renowned Level I Trauma Center with 586 licensed acute-care beds and provides a wide range of specialty care outpatient services. Lyndon B. Johnson Hospital is a 328 licensed bed acute-care hospital with a newly expanded Level III trauma center and a distinguished regional center for neonatal intensive care for high-risk deliveries.Harris Health is a teaching system for Baylor College of Medicine and The University of Texas Health Science Center at Houston (UTHealth). We train the next generation of healthcare providers on the latest medical procedures and technological breakthroughs.With... our fully integrated electronic medical records system, we offer patients the convenience and assurance that their medical history is accurate, safe and available when and where it is needed. Our Medical Home designation ensures that we offer a full range of preventive, specialty and acute care services for the entire family.