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We are an industry leading company looking for a Cisco Call Manager/VOIP Engineer to join our team as our business continues to grow due to an expanding client base.
This position will be a contract to hire position, with full benefits available from your first day of employment, including a 401K program with match! We offer competitive salaries and excellent growth opportunities. Come join our team today and work for a global leader!
Job Title: Cisco Call Manager/VoIP Engineer
Job Description:
Provide ongoing support of Call Center Technology and integrated systems. This includes testing, implementing, installation, and documentation of various platforms including: PBX, CCM, ICM, IPCC, CVP/IVR, CTIOS, Cisco Predictive Dialer, xxxx Reporting, and VOIP. Must possess strong interpersonal and communication skills. Travel and a flexible schedule are required in this position.
POSITION RESPONSIBILITIES:
1. In depth knowledge of Cisco Call Manager 4.x configuration and support.
2. In depth knowledge and working experience of Cisco Systems IPCC and ICM 7.x scripting.
3. In depth knowledge of Cisco CVP/IVR configuration and support.
4. In depth Knowledge of Cisco CTIOS .
5. Working knowledge of Cisco Unity.
6. Working Knowledge of Nuance SpeechWorks.
7. Knowledge of Cisco Unity implementation, configuration, and support.
8. Working knowledge of communication technologies such as: TCP/IP, Ethernet, QOS, VOIP, and telephony
9. Create complex PL\SQL queries for troubleshooting and reporting.
10. Planning rollout activities, procedures, and policies for repeatable practices.
11. Document deployment techniques for rolling-out and supporting current and future technologies.
12. Work closely with Customer Care management, Corporate Project Managers, and MIS/IT groups to achieve Call Center Technology related goals.
13. Work closely with vendors to achieve Call Center Technology related goals.
14. Work closely with Call Center Technology service providers to manage all call center technology related installations and services.
15. Identify and document value-added technologies/solutions for company wide deployment.
16. Speech Recognition experience, preferably Nuance Speechworks, a plus.
17 Mentors and trains junior staff in call center technology, applications, and policies.
18. Participates in strategic and tactical planning of complex voice networks with an emphasis on call routing solutions.
19. Able to handle pressure situations and proficiency in multitasking.
1. Min. 7 - 10 years applicable call routing experience.
2. Min. 3 - 5 years enterprise wide Cisco call routing experience – ICM, CCM, CTIOS, and Unity.
3. Min 1 – 2 years IPCC experience.
4. Demonstrated aptitude for support and implementation of enterprise wide call center technologies.
5. Two or more years experience working in UNIX environments.
6. Three or more years PL/SQL experience.
7. Should possess understanding of LAN/WAN architectures.
8. Knowledge of TCP/IP, ICMP, UDP, SNMP, SMTP, BGP, and OSPF.
9. Demonstrated ability for successfully managing multiple projects.
10. Detail oriented, good analytical and troubleshooting skills, good communication skills both written and oral, organized and methodical.
11. Ability to work in a team environment, under pressure and deadlines.
12. BS Degree in Computer Science or similar discipline preferred.
13. CCNA or CCNP preferred.
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