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Contact Center Engineer

  • Location: Grapevine, 76051
  • Salary: $110000 - $146000 / year
  • Job Type:Permanent

Posted about 1 month ago

This fast growing industry leader has an immediate full-time opportunity in Grapevine, TX for a Contact Center Engineer.  This position requires working in the office 3 days per week so must live within a 1.5 hour commute of Grapevine.  Requires 4+ years of experience in network/telecom/contact center administration with hands-on experience with PCCE, UCCE, and/or UCCX.  Will be working on a team responsible for maintaining Contact Center infrastructure of the corporation. Will assist with Contact Center & Call Manager corporate deployments and related hardware and software; document the network and telecommunications infrastructure, and work to maximize up time and efficiency.

  • Bachelors Degree
  • 4+ years of network/telecom administration
  • CCNA/CCNP Collaboration/Voice or comparable experience (1st choice - PCCE (Packaged), 2nd choice - UCCE (Enterprise), 3rd choice - UCCX (Express)
Knowledge of:
  • Layer 2/3 Protocols
  • Cisco Call Manager, Cisco Unity, Cisco Contact Center (PCCE), Contact Center Enterprise (CCE)
  • Cisco Unified Call Studio
  • Cisco Unified Intelligence Center (CUIC) Cisco Unified SIP Proxy (CUSP)
  • Splunk
  • Cisco CUBE, Call Manager Express, Unity Express
  • VOIP, SIP, PRI, MGCP, H.323
  • Microsoft SQL
  • Network Performance Tuning SNMP, NetFlow, IP SLA
  • Network Administration and Implementation
  • Cisco IOS
  • Call flow analysis
  • Emerging technology trends
  • Evaluate critical systems, prioritize workflow and determine solutions
  • Excellent written and verbal communication skills
  • Interpret and apply laws, regulations and policies
  • Provide technical assistance for computer problems
  • Read and understand technical manuals
  • Work for extended time at keyboard/terminal
  • Maintain effective working relationships with supervisor and coworkers
  • Work flexible hours, including weekends and evenings

  • Designs network and telecommunications specifications by conferring with users; analyzing workflow, access, information, and security requirements; network administration, including interface configuration and management strategies.
  • Designs network and telecommunication system by evaluating network and telecommunication performance issues including availability, utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network and telecommunications policies and procedures; establishing data and voice connectivity.
  • Participates in Design of Contact Center systems and routing.
  • Maintains Licensing, organization, and settings for Contact Center Agents.
  • Maintains network and telecommunications performance by monitoring and analysis, and performance tuning; troubleshooting network and telecommunications problems; escalating problems to vendor.
  • Secures network and telecommunications systems by developing access, monitoring, control, and evaluation; maintaining documentation.
  • Prepares users by designing and conducting training programs; providing references and support.
  • Design and implement various Telephony projects leveraging Cisco Call Manager and Cisco Contact Center.
  • Upgrades network and systems by conferring with vendors; developing, testing, evaluating, and installing enhancements.
  • Meets financial requirements by submitting information for budgets; monitoring expenses.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Protects organization's value by keeping information confidential.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Monitors assigned networks and telecommunication systems to assess the need for upgrades, enhancements updates, and preventative measures to avoid outages.
  • Develops, submits and administers unit and project budgets, including internal and external client needs to affect completion of scheduled projects and goals.
  • Developing test and implementation procedures for new systems and changes.
  • Documents specific duties, activities, problems solved and issues resolved
  • Assists in the documentation of the network, applications and resources on the network in conjunction with the public service staff.
  • Performs training.
  • Attends meetings and serves on committees, as requested
  • Coordinates with upper management to setup new offices as needed.
  • Regular attendance as required
  • Performs additional duties and assignments as requested
  • Some Travel Required - Up to 25% when needed.