Introduction to Our Company and Industry
Are you ready to join a team of innovative and motivated individuals who are passionate about delivering exceptional technical services? Our company is a leading provider of Cisco Collaboration solutions, and we are seeking a highly skilled Systems Engineer UCCE to join our team. As a Systems Engineer, you will play a critical role in providing technical services to large Enterprise and Service Provider customers via cloud services. Our company is committed to providing a vibrant and dynamic work environment that fosters growth, innovation, and collaboration.
Job Description: Systems Engineer - UCCE and UCM
The Systems Engineer will be responsible for providing Cisco Collaboration technical services within areas such as Solution Advocacy, Planning, Design, Implementation, Release Management, Security Patch Management, Capacity Management, High Availability, and Optimization. This role requires a strong and diverse skillset in relevant areas to drive success. As a Systems Engineer, you will work closely with internal and external stakeholders to develop tailored solutions that meet the needs of our customers.
Key Responsibilities
- Infrastructure Support & Lifecycle Management: Support the design, integration, and maintenance of the technical infrastructure and services across all phases of the technology lifecycle within the Unified Cisco Contact Center Enterprise (UCCE) solution. Plan and manage infrastructure and software upgrades in alignment with Lifecycle Management goals to ensure continuity and optimal performance.
- Technical Consultation & Collaboration: Build and maintain collaborative relationships with internal and external Subject Matter Experts (SMEs) to develop tailored solutions. Leverage consultative methods to deliver strategic guidance on Cisco Collaboration technologies.
- Incident Management & Troubleshooting: Serve as an escalation point for complex production support incidents and technical issues, including troubleshooting and providing solutions to hardware and software challenges. Ensure availability for off-hours support as required to facilitate issue resolution and system upgrades.
- Capacity and Future Planning: Identify and recommend design requirements to optimize capacity, performance, and future direction for Cisco Collaboration solutions.
Technical Skills & Expertise
To be successful in this role, you will need to possess the following technical skills and expertise:
- Cisco UCCE and UCM Experience: Proven experience with Cisco Unified Contact Center Enterprise (UCCE), Cisco Customer Voice Portal (CVP), Cisco IP/IVR, Cisco CTIOS, Cisco Finesse, and CUIC.
- Third-Party Integrations: Hands-on experience with third-party products such as Appspace, eGain, Avaloque, Calabrio, and Acqueon.
- Cisco Voice Applications Proficiency: Demonstrated expertise in VXML gateways, VVBs, and SIP proxy.
- Proficiency with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection Voicemail, Cisco Presence, Expressway MRA solution, and RedSky.
- System Administration & Patch Management: Experience with routine administration tasks, including OS and application patches, upgrades, and backups for voice environments.
- ITIL Framework Knowledge: Strong understanding of ITIL framework, specifically Availability Management, Release Management, and Change Management.
- Process Improvement & Innovation: Drive process improvements and optimization initiatives, including proactive automation and innovation efforts within the technology stack.
Qualifications
To be considered for this role, you will need to meet the following qualifications:
- Education & Experience: Bachelor's degree in Computer Science, Information Technology, or a related field, with a minimum of 5 years of relevant experience.
- Certifications: Relevant Cisco or ITIL certifications are preferred.
Skills and Competencies
In addition to the technical skills and expertise listed above, you will need to possess the following skills and competencies:
- Excellent communication and interpersonal skills: Ability to communicate complex technical information to non-technical stakeholders.
- Strong problem-solving and analytical skills: Ability to troubleshoot and resolve complex technical issues.
- Ability to work in a fast-paced environment: Ability to prioritize tasks and manage multiple projects simultaneously.
- Strong attention to detail: Ability to ensure accuracy and quality in all aspects of work.
Career Growth Opportunities and Learning Benefits
As a Systems Engineer UCCE, you will have the opportunity to work on complex and challenging projects, and to develop your skills and expertise in a rapidly evolving field. You will also have access to training and development opportunities, including:
- Cisco certification programs: Opportunities to obtain Cisco certifications, such as CCNA, CCNP, and CCIE.
- Professional development workshops: Opportunities to attend workshops and conferences to stay up-to-date with the latest technologies and trends.
- Mentorship programs: Opportunities to work with experienced engineers and to receive guidance and support in your career development.
Work Environment and Company Culture
Our company is committed to providing a dynamic and supportive work environment that fosters growth, innovation, and collaboration. As a Systems Engineer UCCE, you will be part of a team of talented and motivated individuals who are passionate about delivering exceptional technical services. You will have the opportunity to work remotely, and to enjoy a healthy work-life balance.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- Hourly rate: $45.62 - $55.78 per hour.
- Benefits: 401(k), dental insurance, health insurance.
- Paid time off: Generous paid time off policy, including vacation days, sick leave, and holidays.
Conclusion
If you are a motivated and talented individual who is passionate about delivering exceptional technical services, we encourage you to apply for this exciting opportunity. As a Systems Engineer UCCE, you will have the opportunity to work on complex and challenging projects, and to develop your skills and expertise in a rapidly evolving field. You will also have access to training and development opportunities, and will be part of a dynamic and supportive team. Don't miss out on this opportunity to take your career to the next level - apply now!
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