UCCE Solutions Engineer Job Listing at Prisma Health in Greenville, SC (Job ID R1067948)

Description

Inspire health. Serve with compassion. Be the difference.

Job Summary

The UCCE Solutions Engineer has a comprehensive understanding of Contact Center Technologies including Cisco Unified Contact Center Enterprise (UCCE/PCCE), Cisco Contact Center Express, and Cisco Unified Communications Manager along with a basic understanding of subnetting, route, switch, and security principles. The UCCE Solutions Engineer will partner with all Prisma Health Contact Center customers to lead, innovate, and optimize the use of Contact Center technologies through basic to intermediate scripting, outbound dialing campaigns, reporting, call recording, quality management, workforce management, and 3rd party integrations. The Contact Center Solutions Engineer Collaborates with members of the Unified Communication and Network teams, contributing to the team's overall success. The UCCE Solutions Engineer maintains relationships with value-added resellers working in combination to successfully deploy and maintain vendor solutions as a subset of our technology and projects. The UCCE Solutions Engineer proactively monitors the health of the Contact Center environment, verifies configuration backups, maintains physical and virtual servers, troubleshoots, diagnoses, and solves minor to major Unified Contact Center and Communications Manager problems within established service level agreements. The Contact Center Solutions Engineer contributes to on-call rotation, assists and mentors Unified Communications Administrators and Engineers concerning administration of Packaged Contact Center Enterprise and Express systems. Is available during scheduled maintenance and downtimes, leads or assists in new implementations, upgrades, or problem resolution. Maintains accurate records of maintenance, inventory, IP addressing, Server/Application associated with the Contact Center and UC infrastructure. Independently manages medium to large network projects.

Accountabilities

• Develop ICM and CVP call flow scripts based on specific customer requirements and use cases. Through customer workshops, develop business requirements and translate them into technical solutions. Create High-Level and Low-Level detailed design documents (DDD) including Visio Call flows, Multilingual scripts, DID mapping, and Contact Center configuration treatments. Review (DDD) with customer to validate captured business requirements and recommend changes based on industry best practices and Prisma Health standards. Complete design process until final signoff is achieved by stakeholders. - 30%
• Configure CVP applications and ICM call flow scripts utilizing Cisco Call Studio and the Intelligent Contact Management application based on detailed design documents (DDD). Develop reporting structure utilizing Cisco Unified Intelligence Center according to customer KPI's. If required in the DDD, configure 3rd party applications including Eleveo (Call Recording, Quality Management), Acqueon (Automated Outbound campaigns), Novelvox (Dynamic agent scripting), 2Ring (Dashboards and Wallboards) and Omni-Channel applications including Voice, Email, Chat, Web Collaboration, SMS, Mobile and Web applications. - 25%
• Troubleshoot Cisco Packaged Contact Center Enterprise, 3rd party applications and telephony related problems identifying root cause for mid to high-level problems. Work with Cisco TAC as needed to support Gateways, CUSP, HDS, CUIC, Finesse, Chat, Rogger, ECE and PG's). Resolve operational issues and restore/optimize services within defined SLA's. After identification of root cause, develop conceivable solutions and implement the most favorable option for resolution. Document findings in ServiceNow and if required provide a root cause analysis. - 15%
• Support new Contact Center deployments updates and changes including 3rd party additions and enhancements. Configure dial plan functionality using CUSP, Voice Gateway Dial peer and survivability. Configure databases for interconnectivity to contact center applications and database dips to 3rd party applications. - 10%
• Manage and maintain the Packaged Contact Center Enterprise, Eleveo Call Recording, and Quality Management, Acqueon Outbound Dialer, Novelvox Agent Desktop, and the 2Ring Dashboards and Wallboards application. Maintain physical UCS server infrastructure and virtual environment for PCCE and 3rd party applications including operating systems and anti-virus software. - 10%
• Proactively monitor the Cisco Packaged Contact Center Enterprise and 3rd party applications providing management with detailed reports upon request and information for problem resolution and Contact Center improvements. - 4%
• Assists and mentors Unified Communications Administrators and Engineers concerning basic administration of Packaged Contact Center Enterprise. - 3%

Minimum Requirements

• Bachelors Degree in a related field
• 4 years - Experience with the following technologies: Packaged Contact Center Enterprise edition with multi-channel operation, Cisco Unified Intelligence Center, Unified Contact Center Express, Unified Communications Manager, Unity Connection, Call recording solutions, Quality Management, Workforce Management, Outbound Dialers, ASR, TTS technologies, ICM and CVP scripting and other 3rd party applications for UCCE/PCCE including Novelvox, Aceyus, Acqueon, etc.

In Lieu Of

In Lieu of the education and experience requirements noted above, an Associate Degree in Information Technology, Computer Science, or closely related field, a valid Certified Cisco Network Associate (CCNA) or Cisco Unified Contact Center Enterprise Specialist or equivalent voice certification and 4 years' of Cisco Contact Center Enterprise and Cisco Call Manager experience or an Associate Degree in Information Technology, Computer Science, or closely related field and 7 Years' of Cisco Contact Center Enterprise and Cisco Call Manager experience or a High School Diploma or equivalent and 12 years of Cisco Contact Center Enterprise and Cisco Call Manager experience

Knowledge, Skills or Abilities

• Certified Cisco Network Associate (CCNA) or Cisco Unified Contact Center Enterprise Specialist. - Preferred
• Certified Cisco Network Professional (CCNP) Collaboration. - Preferred
• Demonstrates thorough knowledge of Cisco Packaged Contact Center Enterprise and peripherals, Unified Communications Manager (SME, SRST, CUBE), UCCX and UCS C-Series architecture. - Required
• Ability to script in ICM and CVP, design, build and support CVP applications. - Required

Work Shift

Day (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019043 ITS Unified Communications

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

 Apply on company website