IPCC Network Engineer

IP Contact Center (IPCC) Subject Matter Expert (SME)


Job Description

The Contact Center Technology Manager is responsible for the reliability, performance, and strategic forecasting of all telephony and contact center related technologies. Provide production support and monitoring of all contact center and telephony technologies.
Manage capacity planning, installation, configuration and maintenance of all telephony and contact center related software and hardware. Provide necessary management reporting concerning contact center and telephony performance. Maintain ownership of contact center and telephony operations manuals and telephony network configuration documentation. Develop strategic direction for all contact center and telephony technologies. Provide integration and maintenance services for complex Voice Over IP (VOIP), IP Telephony (IPT) and IP Contact Center (IPCC) network. Candidate should be very comfortable presenting to groups, leading discussions or driving an agenda of meetings with customers on various topics related to networking, IP routing, switching or Telephony. Self motivated and must work with little guidance making decisions about design without management intervention, however, balancing this with communication and keeping management informed about progress and status of deployments and maintenance issues.

Candidate should posses a total understanding of all technologies involved in this area to include, IP, T1, T3 and ISDN. Upstanding of routing protocols such as OSPF, EIGRP and RIP. Understanding of Call Center technology such as ADC, IVR, ICM (Intelligent Call Manager), CRS (Customer Response Server). Knowledge of vendor hardware platforms such as voice gateway hardware (routers and gateways, hardware platform requirements.

Required Specific Work Experience

10 years general experience
5 years specialized (IPCC)

College degree preferred, or equivalent hands on work experience. Cisco CCNA, CCNP, CCDA, CIPT certifications preferred. Minimum of 5+ years Network Design, Deployment, and Support. Must have working knowledge of VoIP, QoS, AVVID, CEM, Cisco ICM, IPCC (Enterprise), CTI OS, CCS, CCME, and Unity. Strong familiarity with Cisco configuration tools. Comprehensive knowledge of emerging network technologies and protocols. Strong verbal and written communication and customer interface skills are mandatory.

? Strong knowledge of telephony and telephony systems including IVR and PBX operations.
? Proactive approach to problem resolution.
? Ability to write accurate and organize technical documentation
? Detail oriented and a team player.
? Ability to interact effectively with all departments and employee levels.
? Ability to maintain confidentiality and resolve employee relations issues.
? Willingness and ability to immediately adapt to changes in policies and procedures.
? As a member of the team will respond to all system problems on a 7X24 basis and take part in on-call rotation.
? Must be a U.S. citizen and pass government security clearance.

Desired Knowledge & Skills

Operating Systems: UNIX, Windows, VAX/VMS, OS/2
Databases: SYBASE 10, 11, Oracle 8, SQL Server 7.0, SQL 2000
Desired Program Languages: C/C++, Java Script, XML, XSLT. Perl
Desired Front End: Developer 2000, PowerBuilder 6.0, Visual Basic
Cisco Software Applications: Maestro, Cisco CRS, CCM 3.0 & 4.0