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Contact Center Engineer

at Columbia Advisory Group in Memphis, Tennessee, United States

Job Description

12+ month long project based ONSITE in the northern Memphis, TN area, with about 25% travel to Norfolk, VA. Federal client, so MUST:

+ Be a cit of the U_S_

+ Able to pass a deep background check

+ Have DoD Secret Clearance or be willing to go through the process to obtain it

+ Provide engineering / architectural consulting expertise to deliver service and support to customers using and operating automated call distribution phone software, in person, via remote connection or over the Internet

+ Maintain artifacts for system baseline, configuration management and architectural / operational views to assist customer with decisions regarding roadmaps and long-term Call Center strategy

+ Manage and interface with solution and industry partners to ensure quality service is provided for customer in accordance with any assigned Service Level Agreements (SLA’s)

+ Interact with customer leadership to provide and process information in response to inquiries, concerns, and requests about products and services

+ Provide consultative technical and sales support for the evolution of customer Call Center capabilities

+ Maintain summary resolution tracker for client trouble tickets that may require system / architectural change management process implementation

+ Participate in the diagnosis and resolution of technical hardware and software issues involving connectivity and associated interfaced systems during standard and non-standard business hours such as evenings and/or weekends as necessary

+ Identify and escalate priority issues per Client specifications

+ Redirect problems to the appropriate resource when applicable

+ Offer alternative solutions where appropriate with the objective of retaining end-users’ and clients’ business

+ Organize ideas and communicate oral messages appropriate to listeners and situations

+ Follow up and make scheduled call backs to customer leadership and partners where necessary

+ Stay current with system information, changes, and updates

Technical

+ Organize projects and activities in accordance with the mission and goals of the Contact Center Program

+ Develop new projects to support the strategic direction of the customer / industry team

+ Develop / manage a project budgets and operating plans as necessary

+ Develop an evaluation method to assess program strengths and identify areas for improvement

+ Manage and interface with industry partners to ensure quality service is provided for customer in accordance with any assigned SLA’s

+ Implement and manage changes and interventions to ensure project goals are achieved

+ Produce accurate and timely reporting of program status throughout its life cycle.

+ Maintain artifacts for system baseline, configuration management and architectural / operational views to assist customer with decisions regarding roadmaps and long-term Call Center strategy

+ Interact with customer leadership to provide and process information in response to inquiries, concerns, and requests about products and services

+ Maintain summary resolution tracker for client trouble tickets that may require system / architectural change management process implementation

+ Participate in the diagnosis and resolution of technical hardware and software issues involving circuit connectivity and associated interfaced systems

+ Stay current with system information, changes, and updates

+ Extensive knowledge of Cisco Call Center / UC Ecosystem to include Best Practices, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Intelligent Contact Manager (ICM), Cisco Unified Contact Center Express (UCCX), Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Intelligence Center (CUIC) and Cisco Unified Customer Voice Portal (CVP)

+ Knowledge of relevant software computer applications and equipment – specifically technical proficiency in Cisco Contact Center Enterprise Product Lines

+ Expertise with the implementation and administration of Cisco CUCM and UC

+ Proficiency in engaging vendor product / technical support processes for escalation and resolution of complex trouble tickets

+ Previous experience as Lead Engineer on a large-scale UC implementation

+ Knowledge of end-user service principles and practices to include Call Center Intake Processes

+ Understanding of complex call center / cloud access architectures and processes

+ Ability to manage technical Integrated Product Teams consisting of various industry partners

+ Ability and willingness to provide technical instruction regarding fielded systems and any upgrades that are delivered

+ Availability to support technical efforts during high intensity incident resolution processes

+ Previous Management, Network and UC Engineer Consulting experience

+ Familiarity with 911 and Enhanced 911 (E911) systems and their integration with Call Center operations

+ Project management experience

Non-Technical

+ DoD Secret clearance or willing to go through process to obtain it

+ Travel to the Norfolk, VA area as needed (about 25% travel)

+ Domestic travel as necessary

+ Willingness to co-operate with others and work to Call Center objectives

+ Multi-tasking capabilities

+ Dedication to continuing work until challenge is resolved

+ Ability to maintain effectiveness when experiencing major changes in personal work tasks or work environment

+ Ability to adjust effectively to work within new work structures, processes, requirements, or cultures

+ Ability to focus and guide self and assigned team members in accomplishing work objectives

+ Commitment to making end-users and their needs a primary focus of one’s actions; developing and sustaining productive end-user relationships

+ Ability to identify and understand issues, problems, and opportunities; compare data from different sources to prepare recommendations for optimization and improvement within the Call Center architecture; use effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequences

+ Willingness to establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.

+ Stable performance under pressure or opposition (such as time pressure or job ambiguity) and ability to handle stress in a manner that is acceptable to others and to the organization, dealing effectively with others in antagonistic situations and using appropriate interpersonal styles and methods to reduce tension or conflict

+ Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations

Preferred:

+ Cisco UCCE Specialist Certification

+ Cisco Certified Network Associate Certification (CCNA)

+ Familiarity with Humanify Enterprise Cloud Services Suite

+ Experience managing an DoD IL4 solution

+ Understanding of FEDRAMP and Risk Management Framework processes

ID: 2022-1529

External Company Name: Columbia Advisory Group

External Company URL: www.columbiaadvisory.com

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Job Posting: JC216569298

Posted On: Jun 18, 2022

Updated On: Aug 17, 2022