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UCCE Engineer - REMOTE
Ref No.: 17-01386
Location: Charlotte, North Carolina
Job Title: UCCE Engineer - Remote Position
Job Location: Charlotte, NC
Position Type: Contract
Rate: DOE (only on w2)
Interview Process: Phone + F2F

US Citizen, Green Card and GC EAD only.

Job Description
  • Completes end to end call flow analysis and documentation on all incoming requests to ensure traceability of impacts to Cisco UCCE platforms (Carrier, Call Routing, Telephony, Softphone/End-points)
  • Represents CTI/Tel/Softphone across the platform base in major project planning efforts with the ability to evaluate line of business current state and desired future capabilities, identify gaps or issues, recommend opportunity areas, determine potential timing and sequencing of improvement initiatives and support business case development to define the costs and benefits of proposed solutions
  • Solution Implementation & Support: on large scale or tier 4 system issues will own research and resolution spanning across multiple Telephony platforms and infrastructure
  • Utilize experience of contact center systems such as multi-site call routing, IP-PBX (CUCM), Cisco Voice Portal (CVP), IP-IVR, Automated Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Workforce Management (WFM), and multi-contact routing solutions of email, web and chat to provide guidance and thought leadership as a highly-skilled contact center advisor for internal and external audiences