Senior Cisco Contact Center Engineer

Genesis10
60.00 70.00 Hour
life insurance, 401(k)

Feb 19, 2025
Genesis10 is currently looking for a Senior Cisco Contact Center Engineer for a 6 month contract to perm role for your healthcare client in Bloomington MN. Hybrid model on on site 1-2 days a week Job Description: Client is currently hiring for a Senior Cisco Contact Center Engineer. This role is accountable for the applications and telephony infrastructure supporting contact center agents across the organization. In this hands-on role, you will leverage your knowledge of contact center best practices to support our contact centers. Primary responsibility is to collaborate with our leaders and employees to design and implement contact center solutions that meet our business needs. The candidate must have excellent communication skills and ability to explain technology to non-technical individuals. The candidate must be able to manage multiple work streams and have excellent time management to meet agreed upon deadlines. Other responsibilities include developing, installing, troubleshooting, and maintaining Cisco contact center systems and solutions. The engineer will resolve issues and perform installations in collaboration with other Cisco engineers and analysts, infrastructure teams, network team, business users, and vendors. The engineer will develop, test, and update disaster recovery plans, ensure security compliance and change management. This position also analyzes utilization levels, monitors traffic, proposes configuration or technology changes to meet service levels, and oversees the design and execution of upgrades and maintenance activities on the contact center platforms. The engineer in this role will also participate in projects, strategic initiatives, and provide recommendations and strategic advice. Required Qualifications : Bachelor of Science in Information Systems, Telecommunications, or Business Management or equivalent experience 5+ years of experience in hardware/network design, equipment vendors and carriers and specifically the following systems on prem or on the cloud: Cisco Unified Contact Center Enterprise (UCCE) Cisco Finesse Cisco Unified Intelligence Center (CUIC) Cisco Unified Communications Manager (CUCM) Cisco Unity Connection (CUC) Cisco Unified Customer Voice Portal (CVP) Passion for helping customers & exceeding customer expectations. Excellent people skills and ability to build effective relationships with staff at all levels. Design, Implement, Edit and Optimize call flows. Excellent oral and written communication skills Detail-oriented and proven organizational skills. Strong interpersonal relationship skills Strong critical thinking skills Excellent desktop tool usage including Word, Excel, Access, and PowerPoint functionality. Experience with Agile project management and Scrum methodology Exercise considerable initiative, planning, judgment, and work independently. Experience performing disaster recovery testing. Drive to any location, and be available outside normal business hours, including weekends. Serves on a team on-call rotation schedule to address emergency production issues after hours. Translate technical jargon and concepts into easy-to-understand language. Knowledge of VOIP and QOS General Understanding of Network Protocols e.g.: DHCP, DNS, LDAP, VLANS, SIP, FTP, SSH, and TCP/IP Preferred Qualifications : Cisco Certifications or have relevant experience. SIP voice services experience. SIP / CUBE Knowledge SIP integrations to 3rd party applications (Avaya Session Manager, Cisco CVP, etc.) Voice Gateways configuration, deployment, and troubleshooting. Courtesy Call Back (CCB) Experience building/designing new queues. Providing support and reporting Ability to reverse engineer existing queues. Cisco Emergency Responder (CER) Calabrio/call recording: Experience with infrastructure support and troubleshooting QM forms design experience Experience with the Calabrio WFM module Hours/Location: M-F; Days The engineer may work in a hybrid capacity and will be required to be on-site at least once per week or as needed. The engineer will participate in a rotating week-long on-call rotation that averages once every 8-9 weeks. Position Responsibilities: Provides support on the selection, implementation, installation, and maintenance of all communications related systems. Troubleshoots contact center and communication systems issues. Coordinates with vendors and organizational staff the installation and planning of moves, adds, and changes of services. Tests and updates disaster recovery plans; ensuring adequate availability and capacity for enterprise communications. Conducts telecommunications analyses and identifies cost savings opportunities. Analyzes quarterly traffic/busy studies for the telephone and voicemail systems/network/ACD groups. Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs. Monitors utilization levels and trends throughout the organization to determine if service levels are being met. Conducts feasibility studies for small to moderate projects. Coordinates project tasks, ensuring adequate planning and resource allocation. Creates, maintains, and updates Contact center and communication systems infrastructure diagrams and other documentation. Participates in technology roadmap discussions and planning. Compensation: Hourly W2 pay rate $60- $70 We have access to additional contract, contract-to-hire, and direct hire positions with various rate ranges. If you have the described qualifications and are interested in this exciting opportunity, apply today! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: * Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years. * The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years. * Access to an experienced, caring recruiting team (more than 7 years of experience, on average.) * Behavioral Health Platform * Medical, Dental, Vision * Health Savings Account * Voluntary Hospital Indemnity (Critical Illness & Accident) * Voluntary Term Life Insurance * 401K * Sick Pay (for applicable states/municipalities) * Commuter Benefits (Dallas, NYC, SF) For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website. Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.