Project Engineer, Systems Engineer

Project Engineer (Contact Center)

Location:

Millington, Tennessee

Duration: 1 Year

The job duties of the Project Engineer are as follows:

• Provide engineering / architectural consulting expertise to deliver service and support to customers using and operating automated call distribution phone software, in person, via remote connection or over the Internet
• Maintain artifacts for system baseline, configuration management and architectural / operational views to assist customer with decisions regarding roadmaps and long-term Call Center strategy
• Manage and interface with solution and industry partners to ensure quality service is provided for customer in accordance with any assigned Service Level Agreements (SLA’s)
• Interact with customer leadership to provide and process information in response to inquiries, concerns, and requests about products and services
• Provide consultative technical and sales support for the evolution of customer Call Center capabilities
• Maintain summary resolution tracker for client trouble tickets that may require system / architectural change management process implementation
• Participate in the diagnosis and resolution of technical hardware and software issues involving connectivity and associated interfaced systems during standard and non-standard business hours such as evenings and/or weekends as necessary
• Identify and escalate priority issues per Client specifications
• Redirect problems to the appropriate resource when applicable
• Offer alternative solutions where appropriate with the objective of retaining end-users’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customer leadership and partners where necessary
• Stay current with system information, changes, and updates
• CONUS travel as necessary

Technical

• Organize projects and activities in accordance with the mission and goals of the Contact Center Program
• Develop new projects to support the strategic direction of the customer / industry team
• Develop / manage a project budgets and operating plans as necessary
• Develop an evaluation method to assess program strengths and identify areas for improvement
• Manage and interface with industry partners to ensure quality service is provided for customer in accordance with any assigned SLA’s
• Implement and manage changes and interventions to ensure project goals are achieved
• Produce accurate and timely reporting of program status throughout its life cycle.
• Maintain artifacts for system baseline, configuration management and architectural / operational views to assist customer with decisions regarding roadmaps and long-term Call Center strategy
• Interact with customer leadership to provide and process information in response to inquiries, concerns, and requests about products and services
• Maintain summary resolution tracker for client trouble tickets that may require system / architectural change management process implementation
• Participate in the diagnosis and resolution of technical hardware and software issues involving circuit connectivity and associated interfaced systems
• Stay current with system information, changes, and updates
• Extensive knowledge of Cisco Call Center / UC Ecosystem to include Best Practices, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Intelligent Contact Manager (ICM), Cisco Unified Contact Center Express (UCCX), Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Intelligence Center (CUIC) and Cisco Unified Customer Voice Portal (CVP)
• Knowledge of relevant software computer applications and equipment – specifically technical proficiency in Cisco Contact Center Enterprise Product Lines
• Expertise with the implementation and administration of Cisco CUCM and UC
• Proficiency in engaging vendor product / technical support processes for escalation and resolution of complex trouble tickets
• Previous experience as Lead Engineer on a large-scale UC implementation
• Knowledge of end-user service principles and practices to include Call Center Intake Processes
• Understanding of complex call center / cloud access architectures and processes
• Ability to manage…