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Senior Systems Engineer

Lansing, MI, USA

318 Days ago

Job Description


Job Title: Senior System Engineer Cisco Unified Contact Center
Location: [Specify Location or Remote]
Employment Type: Full-Time

About Us:
DMV IT Service LLC is a trusted IT consulting firm, established in 2020. We specialize in optimizing IT infrastructure, providing expert guidance, and supporting workforce needs with top-tier staffing services. Our expertise spans system administration, cybersecurity, networking, and IT operations. We empower our clients to achieve their technology goals with a client-focused approach that includes online training and job placements, fostering long-term IT success.

Job Purpose:
The Senior System Engineer will provide design, engineering, technical, implementation support, process design, and service design package documentation for the Cisco Unified Contact Center Express (UCCX) . This role will also provide Level 2 and 3 technical support, training, and knowledge transfer to the Telephony Services staff. In addition, the engineer will support Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) , ensuring robust and efficient call center and telephony systems.

Requirements

  • Provide design, engineering, and technical support for Cisco Unified Contact Center Express (UCCX) to meet call routing and agent/supervisor requirements.
  • Offer Level 2 and Level 3 technical support for troubleshooting and resolving complex issues related to UCCX, CUCM, and CUC systems.
  • Collaborate with business stakeholders to define and document enhanced call routing and functional requirements for the contact center.
  • Develop process design documentation and service design package documentation for the Cisco telephony systems.
  • Support the implementation and maintenance of the Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) .
  • Provide training and knowledge transfer to the Telephony Services staff to ensure smooth operational support and user adoption.
  • Participate in designing and engineering scalable and reliable telephony systems that meet business needs.
  • Collaborate with cross-functional teams, including infrastructure and support staff, to ensure system integration and performance optimization.
  • Contribute to the development and documentation of operational processes , including workflows and troubleshooting procedures.

Required Skills & Qualifications:

  • 5+ years of experience with Cisco Unified Contact Center Express (UCCX) , providing design, engineering, and technical support.
  • 5+ years of experience with Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) , including system configuration, troubleshooting, and maintenance.
  • Strong technical knowledge of telephony systems and call center technologies .
  • Experience in system integration , performance optimization , and capacity planning for UCCX, CUCM, and CUC.
  • Ability to provide Level 2 and Level 3 technical support and troubleshoot complex issues .
  • Experience with telephony training , including knowledge transfer to other technical staff.
  • Ability to work collaboratively with cross-functional teams and understand business requirements to deliver tailored solutions.
  • Excellent communication skills, both verbal and written, to interact with internal teams and stakeholders.

Preferred Skills:

  • Cisco certifications related to UCCX, CUCM, or CUC.
  • Experience with cloud-based contact center solutions or integrating on-premise systems with cloud-based services .

Key Skills Required

NetworkingCybersecurityCall RoutingCisco Unified Communications ManagerCommunicationConfigurationConsultingDesignDesign PackageDevelopmentDocumentationFocusedGuidanceImplementationImplementation SupportInfrastructureIntegrationIT OperationsKnowledge TransferMaintenanceOptimizationProcess DesignService DesignSystem ConfigurationSystem IntegrationTechnical KnowledgeTelephonyTrainingTroubleshootingUnityUser Adoption

Job Overview


Job Function: IT/Computers - Hardware & Networking

Job Type: Full Time

Workplace Type: Not Specified

Experience Level: Mid-Senior level

Salary: Competitive & Based on Experience

Experience: 5 - 6 yrs

Contact Information


Company Name: DMV IT Service

Recruiting People: HR Department

Website: https://www.dmvitservice.com/

Location

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