JobWatch

1+ months

Cisco Call Center Engineer

Kelly Services
Sacramento, CA 94278
Call Center/ACD Engineer (Expert)


This is a direct hire with our client.


Preference to local candidates of the Sacramento area but also open to remote employees.


Competitive Compensation and full benefits package


The Call Center/ACD Engineer is the recognized expert in Call Center/ACD network support services of UCDH. The Call Center/ACD Engineer has responsibility for enterprise-wide VoIP, PCCE and data network design. The Call Center/ACD Engineer must have the knowledge, skills and abilities to make decisions that broadly affect strategic initiative for the entire UCDH. The Call Center/ACD Engineer has principal responsibility for 24 hour, seven day operation of All Voice over IP systems at UCDH.


A part of UCDH IT, Unified Communications (UC) provides planning and implementation activities that delivers Wide Area Network (WAN), Local Area Network (LAN), VoIP, wireless, e-mail, voicemail and workstation service for the entire UCDH enterprise. In response to institutional requirements, the department provides technological leadership and support for the cost-effective use of computers, software, telecommunications, email and networking to include installation, training and problem resolution.


The Call Center/ACD Engineer is recognized as a technical professional in the area of architecture, design, configuration, installation, maintenance and troubleshooting of Cisco Voice over IP (VoIP) / automated call Distribution (ACD) and Call Center technologies. Incumbent provides Technical leadership with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues/problems without precedent and /or structure. Incumbent may manage programs that include formulating strategies and administrating policies, processes, and resources, functions with a high degree of autonomy. Under general direction, the successful candidate will lead, train co-workers and document architectural designs, strategies and configurations while supporting new and existing network and telecommunications assets in all production facilities. Primary responsibilities include capacity planning, traffic engineering and in-depth troubleshooting coupled with designing enhancements to the voice and data network architecture and leads deployment efforts. The Call Center/ACD Engineer will be required to work with internal departments and external vendors to develop voice and data network solution requirements during the scope definition of all projects. Work with internal departments and external vendors to develop technical solutions during design phases. Incumbent applies advanced professional communications concepts, industry practices and relevant policies, procedures and objectives to resolve highly complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Incumbent determines methods, techniques and evaluation to obtain results.


The Comm and Network Technical Analyst IV Call Center/ACD Engineer will lead the UC team in maintaining 24x7x365 high availability and mission critical voice and data network. The Call Center/ACD Engineer will be responsible for resolving daily voice and data network issues in response to IT Operations Center alerts and escalations. This may involve working with Security Team, project managers and other staff in order to resolve a multitude of voice and data network performance and monitoring issues.


**Function A Title** **:** Call Center/ACD Voice Network Implementation


**% of Time** **:** 60


**Duties:**


A-1 Independently adds and reconfigures Call Center/ACD hardware and applications. Upgrades software and designing custom scripts for departmental users


A-2 Independently adds and reconfigures Voice mail (Unity) messaging hardware and applications. Upgrades software and designing custom Auto attendants scripts for departmental users


A-3 Engineers solutions for Voice Messaging applications such as Cisco Unity Voice Mail, Cisco PCCE Automated Call Distribution system and Cisco Auto Attendant scripts to support organizational and departmental projects.


A-4 Takes a lead role in the management of all phases of multiple; large scope, complex network projects; planning, design, procurement, implementation and documentation


A-5 Evaluates broad and complex user and network requirements and design, specifies and installs core distribution and access electronics


A-6 Technical lead and lead engineer for all Call Center/ACD implementations


A-7 Coordinates with customers and others to minimize any operational impact during project support functions to Unified Communications Services (Voice, Data, Video) services over the UCDH Data Network and PCN clinics


A-8 Coordinates with multiple vendors, (PO&M, FD&C, Calabrio, AT&T) Network Services, Unified Communications and others as needed for installation, maintenance and implementation tasks required to support Unified Communications technologies and applications


A-9 Creates work plans and schedules IT Unified Communications system changes required to support departmental projects, ensures that services effecting changes are approved through change management to notify users and ensure network efficiency and reliability


A-10 Works as part of the Unified Communication project team, attending meeting, providing customer consultations and project plans


A-11 Coordinates all problem resolutions for voice or data network components of VoIP


A-12 Coordinates all problem resolutions for Call Center/ACD applications, servers, switches and gateways


A-13 Coordinates and establishes workload and priorities


A-14 Manages the integration of advanced technologies


A-15 May lead a team of IT professionals


A-16 Mentors less experienced team members


**Function B Title** **:** VoIP/ACD Voice network Engineering & Design


**% of Time** **:** 20


**Duties:**


B-1 Technical lead/subject matter expert for all aspects of Call Center/ACD application designs


B-2 Evaluates broad and complex user and network requirements and design, specifies and installs VoIP applications


B-3 Leads or participates to architect Call Center/ACD related designs


B-4 Leads or participates in cross-functional group discussions, activities and efforts for the Unified Communications


B-5 Provides subject matter expertise to the business units at UCDH with respect to lifecycle management, features and


functions that should be implemented strategically, and proposing efficient uses or retraining users to make the most of the VoIP investment


B-6 Provides subject matter expertise technical advice to other units on new or retrofit building projects and communications infrastructure


B-7 Develops specifications for and takes a lead role in testing and evaluation of new or enhanced network services


B-8 Performs traffic study analysis to determine best configuration of network components


B-9 Initiates or recommends complex and highly complex communications and network system changes


B-10 Develops hardware and software standards where applicable


B-11 Independently designs, adds and reconfigures Call Center/ACD hardware and applications. Upgrades software and designing custom scripts for departmental users


B-12 Independently designs, adds and reconfigures Voice mail (Unity) messaging hardware and applications. Upgrades software and designing custom Auto attendants scripts for departmental users


B-13 Advance skills and ability to work independently to resolve issues pertaining to enterprise wide UCDH systems, applications and hardware


B-14 Engineers solutions for Voice Messaging applications such as Cisco Unity Voice Mail, Cisco PCCE Automated Call Distribution system and Cisco Auto Attendant scripts to support organizational and departmental projects.


**Function B Title** **:** Voice network Operations/ Troubleshooting


**% of Time** **:** 10


**Duties:**


C-1 Work independently to resolve service requests/Incidents pertaining to UC systems or UC customers. Improvise solutions where none are known, and engineer solutions where none exist


C-2 Works directly with vendor/manufacture technical support to isolate and resolve highly complex hardware and software issues


C-3 Summarize resolution of system and networking problems. Forward records to the supervisor who tracks workload characteristic and departmental statistics


C-4 Participates in the development and directs configuration of network diagnostic tools and software


C-5 Advanced monitoring of Call Center/ACD quality and capacity


C-6 Implement proactive approaches to Cisco VoIP management to reduce and minimize calls and outages


C-7 Primary point of contact and lead engineer for any third-level escalations from the IT Operations Center or desktop technicians


C-8 Serves as the medical center Cisco VoIP administrator and technical contact


C-9 Responsible for 24/7/365 support of the Call Center/ACD systems


C-10 Coordinates with customers and others to minimize the operational impact of repairs, installations and maintenance functions


C-11 Advance skills and ability to work independently to analyze and resolve issues pertaining to enterprise wide UCDH systems, applications and hardware


C-12 Monitors technology's for security and software implements updates to ensure reliability and accommodate ongoing future requirements, expansion and development.


C-13 Manages the integration of advanced VoIP and Legacy technologies


C-14 Participates in the analysis and provided recommendations for budget items such as hardware, software and support contracts.


C-15 Provides root cause analysis and summary resolution of system and networking problems.


**Function D Title** **:** Project Management


**% of Time** **:** 5


**Duties:**


D-1 Act as project manager for voice and data networking projects as assigned


D-2 Takes a lead role in the project management of all phases of multiple; large scope, complex Unified Communications network projects


D-3 Leads or participates in cross-functional group discussions, activities and efforts for the Unified Communications


D-4 Conducts project planning, scheduling customer meeting and training


D-5 Responsible for projects with significant and sometimes critical importance to UCDH patient care and administrative support


D-6 Participate in meetings with administrators and information and communications services staff to resolve operations and other issues pertaining to UCDHs mission


D-7 Advise management, project coordinators, departmental staff, and task force group members of project status.


D-8 Participates in department and division short-and long-range plans to support operations, programs, personnel, and space reconfigurations to meet the divisional strategic goals and objectives.


D-9 Act as point of contact for all VoIP hardware and software purchases, upgrades, replacements, and maintenance contracts


**Required:**


Experience supporting professional communications and network technologies in a larger Health Care environment


Advance technical experience maintaining Cisco (PCCE) Contact Center Enterprise system applications and related hardware in a Health Care environment


Advance technical experience maintaining Call Center software suite like Calabrio One and related hardware in a Health Care environment


Advance technical experience maintaining Cisco (CUCM) Communications Manager System applications and related hardware in a Health Care environment


Advance technical experience maintaining Cisco (Unity) Voice Messaging and Auto Attendant system applications and related hardware in a Health Care environment


Advance technical experience maintaining Cisco VoIP Gateways and related hardware in a Health Care environment


Advance technical experience maintaining Auto Attendant, Callers menus, script changes and software upgrades


Experience gathering customer requirements to provide technical recommendations and solutions to meet there Voice Messaging and ACD needs.


Experience maintaining an enterprise size VoIP technology architecture and design


Experience maintaining large Private Branch Exchange (PBX) telephone systems related hardware


Experience maintaining the integration between CUCM and Unity Voice mail system


Experience maintaining a large network dial-plan, calling search spaces, and device pools configurations related hardware in a large enterprise network


Experience working with VoIP Voice hardware and application


Experience working with VoIP Automated Call Distribution (ACD) systems and application.


Experience working with Auto Attendant configurations and writing of scripts to support departmental requests


Experience with of various network hardware platforms, network related protocols and software including understanding of OSI layer.


Experience and problem solving skills to quickly assess problems, evaluate options, make a decision and resolve problems


Experience and organizational skills to manage multiple projects simultaneously


**Why Kelly** **** **?**


The Managed Solutions practice within Kelly Outsourcing and Consulting Group (KellyOCG ) is one focus within the full array of Kelly Services workforce solutions.


Kelly Services has transformed from the staffing industry pioneer to a leading workforce solutions provider. KellyOCG is the distinguished outsourcing and consulting segment of Kelly Services, known for applying a forward-looking approach that enables companies to make strategic workforce planning decisions that impact their business and competitive advantage.


The Managed Solutions practice area of KellyOCG is dedicated to partnering with clients to architect and implement solutions that put them in a position to meet their operational obligation to their organization and freedom to focus on their more strategic business needs.


**AboutKelly Services** ****


As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook (https://www.facebook.com/kellyservices) , LinkedIn (http://www.linkedin.com/company/kellyservices) and Twitter (https://twitter.com/kellyservices) .


Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

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Posted: 2021-08-20 Expires: 2021-09-25

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Cisco Call Center Engineer

Kelly Services
Sacramento, CA 94278

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