UCLA Health Contact Center Architect

4 weeks ago


Los Angeles, California, United States University of California Full time
Job Overview

The University of California is seeking a UCLA Health Contact Center Architect to provide leadership in the development of communications technology and architecture for UCLA Health's Enterprise Contact Center.

Key Responsibilities:

  • Design, implement, and troubleshoot contact center backbone infrastructure.
  • Develop and maintain compatibility and functionality with Cisco and PBX mixed VoIP solutions.
  • Specify migration paths toward Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems.
  • Ensure capacity planning and upgrade planning of PCCE and related applications.
  • Provide day-to-day support for the 24 x 7 contact center production environment.

Requirements:

  • 8 years' experience in contact center environments.
  • Extensive experience with designing, implementing, and troubleshooting contact center backbone infrastructure.
  • Hands-on experience working with Cisco Unified Call Manager and related product lines.
  • Knowledge of Cisco ICM/IPCC Enterprise, Cisco CVP, and Cisco IPIVR.
  • Ability to perform tasks with minor supervision and demonstrate strong problem-solving skills.

Salary Information: The estimated annual salary for this position is $105,200-$175,000, based on qualifications, experience, and market conditions.



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