Job Title : Cisco Unified Contact Center support engineer

Relevant Experience (Yrs) : 5+ Years

Mandatory Technical Skills:

• Provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed.
• Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking.
• Function as technical lead for large customer accounts with multiple concurrent technical issues.
• Formulate technical action plans for analyzing and resolving end-to-end solutions.
• Generate clear and concise documentation in the form of case notes, technical tips and white papers.
• Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills.
• Provide systems/product training.
• Provide guidance & leadership to less experienced engineers.
• Acts as a focal point for large account Contact Center/UCC/IPCC problem resolution.
• Provides support on a world-wide basis.

Required Skills:

• 2+ years Administrator level knowledge of either Microsoft Windows or Unix
• 2+ years working knowledge of Networking industry, products and protocols
• 2+ years of IP Networking experience
• 2+ years MSFT SQL server
• 2+ years MSFT Operating System troubleshooting
• 2+ years MSFT Networking design and implementation
• 2+ years MSFT Operating System security modeling/design, implementation and troubleshooting
• 2+ years of Voice experience
• 2+ years dealing with Voice Solutions

Responsibilities :

• General IP Contact Center
• ICM (Intelligent Contact Manager)
• Ability to communicate effectively both verbally and in writing
• Database experience (Oracle, SQL, Sybase)
• Working with cross-functional team
• Ability to determine problems and deliver known solutions
• Presentation skills
• Ability to work effectively with and provide guidance to other members of the work group
• CCNA or higher networking certification
• Previous Customer Support experience
• Cisco IPT related products: CallManager, Unity, UCC/IPCC, Voice Gateways, etc…
• MSFT Active Directory
• MSFT Exchange

Desirable Functional Skills:

• Pro-active
• Self starter
• Shows initiative
• Keen to learn
• Thorough, checks their own work and regularly asks for others input
• Well organized
• Excellent written & verbal communication

Duration: 6 months

Work Location : Richardson, TX

FOR IMMEDIATE CONSIDERATION email your resume to: saba@digitalprocedure.com