Cisco Engineer

Brooksource is an IT and Engineering services provider supporting Fortune 500 organizations. They are seeking a Contact Center Engineer to support enterprise-level contact center customer sites, focusing on Cisco Unified Communications solutions and integration with various enterprise applications.

Responsibilities:

• Support our enterprise level contact or call center customer sites
• Work with Cisco (UC) solutions including Cisco Unified Communications Manager (CUCM), Unity Connections, Cisco Unified Presence Server (CUPS), Cisco Emergency Responder (CER), Cisco Unified Contact Center Enterprise (UCCE), Cisco Intelligent Contact Management (ICM), CVP, and IP IVR plus other third party software
• Perform hardware administration & testing, network validation, remote administration, systems monitoring, and integration with other enterprise applications
• Advanced networking experience using multiple Ethernet cards on a single server
• Experience doing numerous installations and upgrades of above core OS’s
• Server hardware experience configuring varying levels of RAID and establishing SAN connectivity
• Installation and Administration experience with VMWare or HyperV
• Creating and Editing Documentation to include proficiency with Microsoft Word, Excel and Visio
• Experience in a service, support or technical delivery role for Cisco Intelligent Contact Management (ICM) / IP Contact Center (IPCC) / UCCE Unified Contact Center Enterprise (UCCE) solutions and integrations
• Experience with Cisco’s IP IVR and Cisco’s Customer Voice Portal (CVP) or third party IVR / VRU solutions and integrations
• Excellent written and verbal communication skills (technical documentation and client communication)
• Ability to troubleshoot installation related anomalies

Requirements:

• Advanced networking experience using multiple Ethernet cards on a single server
• Experience doing numerous installations and upgrades of above core OS's
• Server hardware experience configuring varying levels of RAID and establishing SAN connectivity
• Installation and Administration experience with VMWare or HyperV
• Creating and Editing Documentation to include proficiency with Microsoft Word, Excel and Visio
• Experience in a service, support or technical delivery role for: Cisco Intelligent Contact Management (ICM) / IP Contact Center (IPCC) / UCCE Unified Contact Center Enterprise (UCCE) solutions and integrations
• Cisco's IP IVR and Cisco's Customer Voice Portal (CVP) or third party IVR / VRU solutions and integrations
• Excellent written and verbal communication skills (technical documentation and client communication)
• Ability to troubleshoot installation related anomalies
• Exposure or Experience with Contact / Call Center
• Exposure or Experience with Administration
• Exposure or Experience with Operations
• Exposure or Experience with Management
• Exposure or Experience with Work Force Management (WFM)
• Exposure or Experience with Customer Relationship Management (CRM)
• Exposure or Experience with CTI Integration
• Exposure or Experience with Screen Pop
• Exposure or Experience with Third Party CTI Desktops
• Exposure or Experience with CISCO Agent Desktop (CAD)
• Exposure or Experience with CISCO CTI Toolkit (CTI OS) Agent Desktop
• Exposure or Experience with Call Center Reporting
• Exposure or Experience with Third Party Call Center Reporting Solutions
• Exposure or Experience with Cisco Webview
• Exposure or Experience with Cisco Unified Intelligence Suite (CUIS)
• Exposure or Experience with Cisco Unified Intelligence Center (CUIC)
• Exposure or Experience with Multi-Channel Contact Centers
• Exposure or Experience with Web Collaboration
• Exposure or Experience with Chat, Email (Exchange), Telephony
• Exposure or Experience with Cisco Internet Application (CIS, CEM, CIM, EIM, WIM)
• Exposure or Experience with Cisco IP Telephony (IPT) / Cisco Unified Communications Manager (UCM) (CallManager (CCM)) / Voice Gateways solutions and integrations
• Exposure or Experience with Unified Contact Center Express (UCCX, IPCC Express)
• Exposure or Experience with Telecommunications Maintenance & Administration on any major PBX / ACD / IP Telephony platform (Aspect, Avaya, Nortel, etc…) and/or integration with Cisco Intelligent Contact Management (ICM)
• Certifications or work related experience in two or more areas: Microsoft Microsoft Certified Solution Engineer (MCSE), Microsoft Certified Technology Specialist (MCTS) or Microsoft Certified IT Professional (MCITP)
• Certifications or work related experience in two or more areas: Routing and Switching, Voice, or Service Provider
• Certifications or work related experience in two or more areas: Cisco Certified Internetwork Expert (CCIE)
• Certifications or work related experience in two or more areas: Cisco Certified Network Professional (CCNP)
• Certifications or work related experience in two or more areas: Cisco Certified Network Associate (CCNA)
• Certifications or work related experience in two or more areas: VMWare Certified Professional or higher
• Certifications or work related experience in two or more areas: EMC Cloud or Data Center Architect
• Certifications or work related experience in two or more areas: NetApp Certification