Cisco Ucce Engineer @ Intuit

Seeking an experienced and certified Cisco Contact Center engineer to provide technical skills that cover a broad range of Unified Communications and Contact Center disciplines and/or a particular technical discipline that is of significance

• Perform client consultation: Plan, design, implement, and support IP-based call center solutions

• Develop and implement the technical architecture and physical design of the network

• Analyze the existing voice and data networks and recommend solutions

• Setup, configure, and test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager, CVP, Workflow Management systems, Call recording systems.

• Participate in various IT projects intended to continually improve/upgrade converged network solutions

• Follow life-cycle oriented processes and procedures

• Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems

• Assist in the management of projects following PMP project management methodology

• Create and execute test plans to meet project requirements for assigned components

• Provide high quality content deliverables using the appropriate document templates

• Ensure solution is implemented as designed to the customer s satisfaction and approval

• Work with Professional Services Managers, Project Managers and customers to manage expectations and timelines to ensure expectations and commitments are being met

• Proactively develops plans and activities to avoid problems

• Educates the customer on solution as appropriate throughout the life of the project or service life

• Bachelor s Degree in Information Systems/Accounting Systems/Computer Science or equivalent is required

• 5 years of experience delivering complex technical solutions including planning, development, implementation and support

• High-end experience in Cisco Contact Center and Collaboration systems engineering

• Experience with capturing customer call flow requirements and developing call flow scripts

• Working experience in integrating UCCE with any of the following manufacturers products: Nortel, Avaya, Siemens, or Aspect

• Knowledge of voicemail, unified messaging, ACD and IVR systems, integration to CRM packages

• CCNP or CCDP certification preferred

• Strong verbal and written communications skills are a must

• Ability to work effectively across internal and external organizations

• Strong technology background is required

• Aptitude to acquire new technology and concepts quickly