Telecom Analyst - CISCO
Company: CompuScienceIT, LLC
Location: St Louis, Mo
Salary: Market Sr
Close Date: 12 Months +
· Principle Responsibilities:
o Unified communication platform
o Responsible for all backend systems related to the phones as well as front end applications related to Contact Center
o Organizational and planning skills with attention to detail and follow through
o Must be self-starter and work well independently, as well as, within a team environment
o Partner with multiple contact centers, providing best practices, and recommending solutions to current and future business problems.
o Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions.
o Additional work hours beyond normal duty hours may be necessary, at times, to complete the weekly workload
o On-call availability during off-hours in the event of service problems with the system.
o Ability to work independently and with a strong sense of system ownership
Design and Capacity Planning
o Define telecom architecture, evaluate products, and implement new technologies into the stores & Call Centers.
o Ensure that all Telecom technologies comply with industry standards.
o Design Call Reports as per business requirements
o Design, configure and support the Cisco UCCE Environment. (ICM, CVP, Finesse, CUIC, Peripheral Applications)
o Responsible for all aspects of configuring, architecting and sustaining the Unified Communications environment (VOIP, Contact Center, and other Collaboration technologies)
o Engineer, configure and lead the design, configuration and deployment of all Unified Communications infrastructure
o Assess, design and document technical requirements supporting business/RFP needs
o Analyze existing voice and data networks and recommend solutions
Research and Evaluation
o Maintains a broad knowledge of current and emerging state-of-the-art telecommunication systems technologies, architectures, and products.
o Evaluates new technologies, develop business cases, and make recommendations to project teams and senior management for implementation.
o Evaluate multiple vendor data products through documented test plans, vendor selection, and develop engineering specifications and guidelines for these data products.
Implement and Support
o Perform routine system configuration changes such as add, move, and change station numbers, assign class of restriction/class of service privileges, install both digital and analog telephone sets, change auto attendant menus, add and delete voice mail boxes, and reset alarms.
o Proficiently configure, operate, upgrade and ensure maintenance of all installed Private Branch Exchange (PBX), voicemail systems, and assist with Voice over Internet Protocol (VoIP) equipment.
o Work closely with colleagues to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center.
o Create and update policies and procedures
o Install and maintain telecommunications equipment and cabling as needed
o Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
o Provide engineering and support on Cisco UC and Contact Center Platforms including CUCM, CUC, UCCX and UCCE, Session Border Controllers, voice gateways, voice circuits (IP and/or TDM)
o profiles, etc. in a Cisco CUCM, UCCE solution
o Design, implement, manage, and troubleshoot Cisco Unified Communications Systems, including Call Manager/Unified Communications Manager and Contact Center Enterprise
o Responsible for implementation (build) of a variety of voice patterns including Cisco and Contact Center applications and peripherals
o Install and configure Voice Gateways and Gatekeepers as part of the IP telephony system
o Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems
o Bachelor’s degree
o 5+ years’ experience in a technology related field
o 3-5 year Cisco Unified Contact Center Enterprise (UCCE) experience
o IVR programming experience
o 4+ years’ experience with Cisco Contact Center and Voice Technologies
o Demonstrated ability to work independently and team environments
o Ability to analyze complex situations, negotiate and position solutions towards Maritz strategic plans,
o Excellent execution skills
o Prior experience working with clients
Nice to Haves:
o High level proficiency in Cisco Contact Center technologies such as ICM, CVP, Finesse, and CUIC
o Experience with peripheral technologies: Workforce Management, Call Recording, Email/Chat Routing, etc
o Experience with complex call center environments.
o Experience in call flow design and development in Cisco UC environments.
o Background in VoIP Telephony, Cisco Call Manager, Cisco Unity Voicemail, Jabber, and Webex.
o Experience with Cisco Voice Gateways and SIP Protocol
Job Code: 10437
Jim Jennings 636-484-6869