Telecommunications Solutions Engineer

2 weeks ago

Eden Prairie, Minnesota, United States TEKsystems Full time

Position Overview:

We are in search of a skilled Engineer to oversee the installation and enhancement of our enterprise-level contact and call center client environments. The Unified Communications (UC) solution encompasses all elements of Cisco's UC offerings, including but not limited to Cisco Unified Communications Manager (CUCM), Unity Connections, Cisco Unified Presence Server (CUPS), Cisco Emergency Responder (CER), Cisco Unified Contact Center Enterprise (UCCE), Cisco Intelligent Contact Management (ICM), CVP, and IP IVR, along with various third-party software, integrated peripheral systems, hardware management and testing, network validation, remote administration, systems monitoring, and integration with other enterprise applications.

Key Responsibilities:

  • Deliver exceptional written and verbal communication skills, particularly in technical documentation and client interactions.
  • Diagnose and resolve installation-related issues effectively.
  • Possess core server administration experience with both Windows and Linux operating systems.
  • Demonstrate advanced networking expertise utilizing multiple Ethernet interfaces on a single server.
  • Conduct numerous installations and upgrades of the aforementioned core operating systems.
  • Work with complex software applications such as Exchange, CRM/Helpdesk solutions, or MSSQL/Oracle databases.
  • Manage server hardware configurations, including various RAID levels and SAN connectivity.
  • Exhibit installation and administration experience with virtualization technologies like VMWare or HyperV.
  • Create and refine documentation, showcasing proficiency in Microsoft Word, Excel, and Visio.

Preferred Qualifications:

  • Experience in a service, support, or technical delivery role for:
    • Cisco Intelligent Contact Management (ICM) / IP Contact Center (IPCC) / UCCE solutions and integrations.
    • Cisco IP Telephony (IPT) / Cisco Unified Communications Manager (UCM) / Voice Gateways solutions and integrations.
    • Unified Contact Center Express (UCCX, IPCC Express).
    • Cisco's IP IVR and Customer Voice Portal (CVP) or third-party IVR/VRU solutions and integrations.
    • Telecommunications maintenance and administration on major PBX/ACD/IP Telephony platforms (Aspect, Avaya, Nortel, etc.) and/or integration with Cisco Intelligent Contact Management (ICM).
  • Exposure or experience with:
    • Contact/Call Center Administration, Operations, Management, and Workforce Management (WFM).
    • Customer Relationship Management (CRM) systems.
    • CTI Integration, including Screen Pop and Third-Party CTI Desktops.
    • Call Center Reporting solutions and tools.
    • Multi-Channel Contact Centers, including Web Collaboration, Chat, and Email.

Essential Skills:

VoIP, Unified Communications, Cisco Call Manager, Cisco Voice, UCCX, Telephony, Troubleshooting, Contact Center, UCCE, Cisco VoIP, UC, Deployment, Design.

Additional Qualifications:

Certifications or relevant experience in two or more of the following areas:

  • Microsoft Certified Solution Engineer (MCSE), Microsoft Certified Technology Specialist (MCTS), or Microsoft Certified IT Professional (MCITP).
  • Routing and Switching, Voice, or Service Provider certifications such as Cisco Certified Internetwork Expert (CCIE), Cisco Certified Network Professional (CCNP), or Cisco Certified Network Associate (CCNA).
  • VMWare Certified Professional or higher.
  • EMC Cloud or Data Center Architect certification.
  • NetApp Certification.

Experience Level:

Intermediate Level

About TEKsystems:

We are partners in transformation, assisting clients in activating ideas and solutions to leverage a new world of opportunities. Our team of 80,000 collaborates with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. This is the essence of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

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