TEKsystems Hiring for Telephony Engineer at Dearborn, Michigan Full Time

Description:

UCCE Telephony Engineer:

The Telephony Engineer will be working on Ford Credit Service Center Engineering team. This position is going to be supporting the voice transport team in providing engineer planning/design and support responsibilities for the global contact center solution (for Ford and Ford Credit) supporting 6,000 agents. The equipment is running on a Linux platform.

This position is for a Telephony Engineer on the Ford Credit Contact Center Engineering team. This technical position will be part of a team providing engineering function for UCCE core components (CVP, ICM/AW, CUSP, GWs, etc.), and integrations with adjunct systems (dialer, call recording applications/infrastructure, Workforce Management, etc.). UCCE is the telephony platform supporting Ford/Ford Credit call centers globally. Duties include: • Lead/contribute to the design, integration, deployment, and maintenance of the technical infrastructure and services (all aspects of the technology lifecycle) in the Cisco UCCE space • 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 other Cisco SME’s to 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 high availability, capacity planning and system design requirements are met • Reviews or presents technology solutions to working teams, suppliers, and customers. • Keep up-to-date on relevant competitive solutions, products and services.

Skills Required:

• 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

Skills Preferred:

• Experience with networking and how the UCCE and CUCM systems integrate on a corporate network. • Experience with vCenter, ESXi, VMs • 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 • Willingness to occasionally work weekends and off hours support as required due to system updates

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 • Experience in certifying and introducing new infrastructure technologies, designing or implementing complex components and services, building, testing, and integrating infrastructure components or services, applying security and controls policies for infrastructure components

Experience Preferred:

• Experience with administrating ESXi hosts, Virtual Machines, and Linux appliances • Knowledge of Windows Server & Linux OS, Windows/Linux scripting • Knowledge of Verint call recording solution • Knowledge of Noble outbound dialers • Knowledge of Cisco ICM and CVP call script development

Skills:

Cisco Call Manager, CUCM, Jabber Softphone, unified communications, UCCE, voice transport, vendor management, customer edge routers

Top Skills Details:

Cisco Call Manager,CUCM,Jabber Softphone

Additional Skills & Qualifications:

Bachelors Degree is preferred but not a must.

100% remote role

Experience Level:

Intermediate Level

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.