Cisco Voice Administrator

3 weeks ago

Eden Prairie, United States Set Solutions, a Trace3 Company Full time

*Trace3 is assisting a client in search of a UCCE administrator. Please note this role is not with Trace3 but with one of our trusted clients.*


Experience Requirements:

  • Minimum 2 years of Cisco UCCE system engineering and operation, focusing on infrastructure components and services.
  • 2+ years of UCCE configuration and scripting experience.
  • Proficiency in contact center reporting design, development, and SQL programming.
  • Familiarity with integrating Cisco UCCE with ancillary equipment like call recording and workforce management systems.
  • Hands-on experience with Cisco UCM platform and VOIP infrastructure support.
  • Expertise in SIP-based telecommunication networks.
  • Strong interpersonal skills and ability to manage business relationships effectively.
  • Familiarity with SDLC delivery models, including waterfall and agile methodologies.
  • Previous exposure to Cisco CVP Studio development and Dialer campaign management.
  • Experience in building and managing external database integrations for customer/data lookups within UCCE.
  • Competence in database management of standalone resources used by UCCE.
  • Understanding of Cisco DB Worker External integrations.

Responsibilities:

  • Monitor and manage UCCE environment, resolving system issues using client-provided tools.
  • Respond to alerts and reports from client-provided dashboards and monitoring tools.
  • Perform administrative tasks like adding, changing, and removing agents, scripts, and IVR apps as directed by the client.
  • Oversee monthly Microsoft security patching for all relevant servers (~100), managing reboots to minimize business impact.
  • Validate system functionality post-patching.
  • Provide L2/L3 support for dedicated workgroups, resolving issues including agent login problems and call handling errors.

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