Senior Systems Engineer

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 .