Contact Center Infrastructure Engineer will have responsibility for support of the Cisco Unified Contact Center Enterprise (UCCE) environment.

This engineer will be fluent in the understanding of infrastructure integration between the UCCE components, including: Communications Manager, Gateways, VXML Gateways, SIP Proxy (CUPS), ICM components, CVP components, and CTIOS/CTI integration.

In addition, the Engineer will understand how UCCE scripting and configuration impact the infrastructure.

The engineer will be responsible for everyday support and documentation of this environment including the ongoing monitoring and resolution of call routing errors.

The engineer will be considered the on-site support resource for the remote monitoring and management organization.

The engineer will assist with designing and implementing changes in the environment applicable to break/fix or projects.

The engineer will test new solutions and / or prove expected results in a lab environment.

As a Contact Center Engineer, you will work with our clients on planning, designing, and implementing converged network infrastructures.

From a planning perspective, you will work with clients to understand key business objectives and drivers, and align network capabilities with those requirements to develop an overall network strategy.

Design involves working with clients and network hardware and service vendors to engineer the network infrastructure solution based on client guidelines and requirements.

Implementation activities involve building and configuring the network infrastructure, and migrating to the new environment.

The ideal candidate for this position will possess knowledge and experience in architecting, engineering, and deploying network infrastructure, and should have technical experience (hands-on implementation or large-scale engineering) in these areas.

In addition, the candidate should also possess strong work planning skills and the ability to interact with client personnel at all levels, as well as an understanding of the network implications of business requirements.

Key Responsibilities may include: Develop detailed designs in the following areas: voice (inbound toll services, carrier routing, VoIP, unified communications), agent desktop integration, IVR and Queuing, applications integration (call recording, workforce management, CTI integration) Perform assessments of existing client contact center infrastructure and document "as-is" environments as required Implement contact center infrastructure, may include hands-on configuration depending on level Work with clients to develop high-level contact center infrastructure strategies Plan, organize, and manage contact center infrastructure design and or implementation projects Organize project work into client presentations outlining findings and recommendations.

Project management activities including work planning, status reporting, client relationship management, and project financial management.

Establish and maintain good working relationships with clients.

Participate in internal and client-facing meetings, prepare reports and presentations Develop internal white papers and knowledge capital on contact center infrastructure technology topics Basic Qualifications: Minimum 3 years experience working with Cisco network infrastructure design, engineering, implementation, and/or support Minimum 3 years experience in one or more of the following areas: Contact Center Routing Platforms (ACDs), IVR and Call Queuing, IP Telephony, Peripheral Gateway and Legacy ACD Integration, CTI and Telephony Application Integration Minimum of Bachelors Degree or Equivalent Work Experience Preferred Skills: Expert level knowledge in at least two of the following: Cisco ICM systems, Cisco Unified Contact Center Enterprise; Cisco Unified Contact Center Express, IP-IVR, Cisco Voice Portal Minimum two years experience with one of the following: Voice Over IP (VOIP), Virtual Private Network (VPN), Content delivery networking (QoS, caching, load balancing), Unix/Linux and Network Services, Firewall and Security, Network Operating System (NOS) Strong knowledge in areas of: Legacy TDM Contact Center technology, IP Telephony, Voice Mail/Unified Messaging, IP internetworking, and LAN/WAN Infrastructure.

Vendor certifications are strongly preferred (eg, CCIE, CCVP); Training in CVP, ICM, UCCE etc. will be desirable Proficiency in Microsoft Office Professional Skill Requirements: Excellent verbal and written communication skills Enjoy working in fast paced, dynamic environment Ability to multi-task and have the ability to meet deadlines Strong time-management and organization skills It is the policy of CompuCom Systems, Inc. to provide equal employment for all persons regardless of race, color, religion, national origin, gender, age, country of origin, marital status, veteran status, disability status or sexual orientation.

All employment decisions including recruitment, placement, transfer, promotion, training, compensation and termination will be made without regard to these factors.

We are committed to an Affirmative Action Program that supports the employment and promotion of qualified women, minorities, individuals with disabilities, disabled veterans and Vietnam Era veterans.

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