Senior Contact Center Architect

2 days ago


Los Angeles, California, United States UCLA Health Full time
Job Summary

The Principal Contact Center Engineer will provide strategic leadership in the development of communications technology and architecture for UCLA Health's Enterprise Contact Center. This senior-level role will focus on designing, planning, assessing, and implementing Cisco Packaged Contact Center Enterprise (PCCE) systems and integrating them with other voice technologies and communication services.

Key Responsibilities
  • Lead the escalation support for PCCE and provide recommendations for optimal contact center performance.
  • Maintain compatibility and functionality with Cisco and PBX mixed VoIP solutions.
  • Specify the migration path toward Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems.
  • Ensure capacity planning and upgrade planning of PCCE and related applications.
  • Perform configuration, diagnostics, and technical resolution on network issues, covering second to third-tier support for Cisco PCCE and VOIP technologies.
  • Ensure integration and support of SAML, SaaS, and CCaaS applications and solutions.
Requirements
  • Bachelor's degree in computer science, information systems, electronics engineering, or a related field (preferred).
  • 8 years' experience in contact center, with extensive experience in designing, implementing, and troubleshooting contact center backbone infrastructure.
  • Hands-on experience working with Cisco Unified Call Manager and related product line.
  • Knowledge and demonstrated operating experience in Cisco ICM/IPCC Enterprise, Cisco CVP, and Cisco IPIVR.
  • Experience working with integrations like Mindful (call back) and Calabrio (call recording).
  • Ability to perform tasks with minor supervision, demonstrate problem-solving skills, and apply solutions, technology, and products to a business opportunity.
Preferred Qualifications
  • CCIE Collaboration Certification.
  • ITILv3.
  • Minimum of 8 years of experience in a large network enterprise environment with PCCE and Unified Communications technology.


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