IT Senior Specialist - Network

MAIN PURPOSE OF JOB

• Designing, engineering, implementing and supporting Cisco UCCE infrastructure (ICM, CVP, Finesse, CUIC, Web Chat and Call Manager) in a global multi-location contact center, corporate and branch office environment. Delivery of systems and technologies to enhance the customer experience through advanced technology development and execution on technology strategies for voice, data, and video services.
• Successful candidate will be responsible for the technical leadership, design, support, project management and deployment of Cisco UCCE solutions and supporting call center applications. Position will lead and implement technical projects to reduce cost, improve service or provide innovated business solutions consistent with business strategies. In this position, you will be responsible for the engineering, configuration, installation, maintenance and upgrade of the company Cisco VoIP deployment, supporting applications and network hardware. This will include installation of Cisco UCCE software, hardware setup & testing, remote monitoring, scripting, and integration with other enterprise applications.

DUTIES AND RESPONSIBILITIES

Primary Technical Skills:

• Experience with multi-site UCCE configurations for a multi-location contact center.
• Experience with UCCE 11.x/12.X a plus running on Cisco UCS C series
• Cisco Call Manager and Unity voice mail configuration and troubleshooting experience
• Cisco ICM and CVP scripting and configuration experience
• Cisco IPT VoIP design, UCCE design, Cisco voice gateways
• Cisco Unified Intelligence Center(CUIC) reporting tool configuration experience
• Peripheral Gateway configuration experience to Cisco Call Manager
• Should have expertise in troubleshooting UC/UCCE/ICM/CVP/Gateways issues (SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis)
• Experience in developing and modifying custom CUIC reports is a plus
• Finesse desktop gadget development is a plus

Secondary Technical Skills:

• Data Networking (Cisco routing/switching, QOS)
• Monitoring and Reporting Applications
• Telecommunications: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols
• General Architecture (LAN/WAN Networks)
• General Architecture (Server hardware platforms)
• General Architecture (OS Platforms- 2008/2012, Unix, Linux)
• Database - Experience with Cisco data model and reporting, DB performance tuning

SAFETY AND QUALITY RESPONSIBILITIES

• Comply with applicable environmental, health and safety laws and regulations, PSP policy and accepted safe work practices.
• Observe environmental, health and safety related signs, posters, warning signals and written directions.
• Be familiar with the emergency plan, the emergency assembly area and emergency coordinators for their location.
• Follow procedures and observe precautions for the use of special material.
• Follow safe operating procedures and Material Safety Data Sheet (MSDS) guidance applicable to work performed, if the work involves hazardous materials.
• Report all unsafe conditions to their supervisor or safety committee as soon as is reasonably possible.
• Follow procedures between departments.
• Comply with PSP QMS system.
• Comply with all Quality department audits for improving overall performance for IT department.

REQUIRED FUNCTIONAL QUALIFICATION

• BSc degree in Communication Engineering, Computer Science, or related field.
• Cisco Certified Voice Association (CCNA)
• Cisco Certified Voice Professional (CCVP)
• Cisco Certified Network Professional (CCNP)
• Overall Experience: +4 years