Cisco UCCE Engineer

Position Cisco UCCE Engineer

Duration 6+ months

Location Remote with up to 25% travel to Tampa, FL

Interview Video

Visa No H1,CPT OPT

Client Deloitte

Rate $100 C2C/1099

Lead/contribute to the design, integration, deployment, and maintenance

of the technical infrastructure and services (all aspects of the technology

lifecycle) in the /Dialer/Call Recording space and WFM

Assess, design and document technical requirements supporting business

needs; Develops implementation requirements for technical infrastructure

and services

Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution

Work with Cisco TAC and help guide managing the Contact Center Enterprise

environment

Troubleshoot, maintain, upgrade, and provide solutions to complex

hardware/software problems; Escalation point for production support

incidents and problems

Works on problems of diverse scope and complexity

Ensure that requirements for high availability are in place for the Cisco; Plans

capacity needs; Manages design changes

Reviews or presents technology solutions to working teams, suppliers, and

customers.

* Demonstrated ability to design, deploy, and troubleshoot UCCE issues

including: reading logs, pulling logs from server platform; ability to coordinate

problem resolution efforts with multiple resources (Vendors, Customers, IT)

Firm understanding of CUCM call routing, device pools, codec configurations,

dial-peers, and partition management

Additional Skills preferred

Experience with networking and how the UCCE and CUCM systems

integrate on a corporate network.

Demonstrates initiative, ability to work independently and with a strong

sense of system ownership, ability to multi-task

Ability to communicate clearly, both verbally and in writing with sensitivity to

the audience and content; Collaboration skills and attention to detail

Experience Required

7+ years of UCCE experience, installing and advanced configuration on Cisco

UCCE platforms; technical knowledge of Cisco UCCE - ICM, CVP, CUIC, and Finesse

Additional Experience preferred

Experience with administrating ESXi hosts, Virtual Machines, and Linux

appliances

Knowledge of Windows Server & Linux OS, Windows/Linux scripting

Knowledge of Cisco ICM and CVP call script development education Required

Bachelor's degree or equivalent experience required skills: UCCE Engineer, UCCE,

VOIP Engineer, Cisco Voice Engineer, Voice Engineer

Responsible for the configuration of the UCC Enterprise application.

Deep knowledge of Cisco UCCE/CVP technologies [Cisco UCM, CVP, Unity,

ICM] or other related contact center hardware and software

Develops detailed call flows based on the established design (including Call

Queuing and Treatment, Call Routing, ACD equivalent functions available,

fail over scenarios, etc.).

Develops detailed scripts (in Cisco Unified Intelligent Contact Manager).

Configures applications to meet requirements.

Based on previously defined call flows, defines plans for testing and

training, and leads/manages testing efforts for UCC Enterprise.

Executes tests, working together with other team members.

Develops operations training materials.

Responsible for the overall application design, implementation and

documentation of the UCC Enterprise solution and related in-scope solution

components and interfaces.

Delivers the overall system design and implementation configuration

documentation.

Works with application specialists to provide technical guidance on

applications implementation, routing, application configuration, and

production rollout.

Experience in all these areas:

o Cisco ICM Enterprise development and deployment experience

o Cisco IP Dialer development experience

o Cisco Email Manager development experience

o Cisco Unity Architecture deployment and support preferred

o Cisco IP-IVR Application Design, Development, and support

o Cisco ICM Solution Architecture and Integration Design

o Cisco ICM Script Design and Deployment

o Cisco CVP Solution Architecture and Integration Design

o Cisco CVP Application Design and Development

o ICM Enterprise script, design, deployment experience

o H.323, SIP and/or MGCP integration experience with UCCE Solutions

o SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis

o Multi-site configuration and hybrid of enterprise level IP and TDM

environments

o ITIL Framework awareness

o Experience with a disciplined development methodology and release

management process

o Ability to perform complex problem isolation within

Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3/SS7

Circuits & Signaling Protocols

o Ability to perform complex problem isolation within LAN/WAN

Networks