Lead UCCE Network Engineer

Provide advanced design, implementation and operational support services for Enterprise Integration Services' UCCE & UCCX customers.

Responsibilities include:

·        Expert knowledge of Cisco equipment to designs and implementation of customer Contact Center.

·        Work directly with customers to provide high quality Contact Center discovery, design, implementation, and support services.

·        Effectively resolve or provide work-around for customer problems using Cisco TAC case management.

·        Recommend and implement software updates in specialized product areas including Cisco UCCE, UCCX, CVP and associated connected systems.

·        Maintain expert knowledge of troubleshooting configurations, traces and dumps and other information for products supported by EIS.

·        Create and implement troubleshooting and problem resolution plans as needed.

·        Compose and write customer documentation.

·        Study and learn new products, protocols and Contact Center technology.

·        Act as a liaison between the Engineering team and other departments within EIS;

·        Serve as a mentor to other Engineers.

Qualifications:

·        4-year degree in computer science, math, engineering or related, or equivalent experience.

·        7 years networking experience preferably in the telecommunications industry.

·        3 years network consulting experience.

·        In-depth knowledge of Cisco equipment implementation and software configurations.

·        In-depth knowledge of IP and related protocols.

·        Experience with UCCE, UCCX, CAD, CTIOS and CUIC.

·        Familiarity with third-party call recording applications.

·        Excellent analytical troubleshooting, communication, customer service and organizational skills.