Systems Engineer UCCE

Job Description: Systems Engineer - UCCE and UCM Location: Remote Position Summary The Systems Engineer will play a critical role in providing Cisco Collaboration technical services within areas such as Solution Advocacy, Planning, Design, Implementation, Release Management, Security Patch Management, Capacity Management, High Availability, and Optimization for large Enterprise and Service Provider customers via cloud services. Key Responsibilities • Infrastructure Support & Lifecycle Management: • Support the design, integration, and maintenance of the technical infrastructure and services across all phases of the technology lifecycle within the Unified Cisco Contact Center Enterprise (UCCE) solution. • Plan and manage infrastructure and software upgrades in alignment with Lifecycle Management goals to ensure continuity and optimal performance. • Technical Consultation & Collaboration: • Build and maintain collaborative relationships with internal and external Subject Matter... Experts (SMEs) to develop tailored solutions. • Leverage consultative methods to deliver strategic guidance on Cisco Collaboration technologies. • Incident Management & Troubleshooting: • Serve as an escalation point for complex production support incidents and technical issues, including troubleshooting and providing solutions to hardware and software challenges. • Ensure availability for off-hours support as required to facilitate issue resolution and system upgrades. • Capacity and Future Planning: • Identify and recommend design requirements to optimize capacity, performance, and future direction for Cisco Collaboration solutions. Technical Skills & Expertise • Cisco UCCE and UCM Experience: • Proven experience with Cisco Unified Contact Center Enterprise (UCCE), Cisco Customer Voice Portal (CVP), Cisco IP/IVR, Cisco CTIOS, Cisco Finesse, and CUIC. • Third-Party Integrations: • Hands-on experience with third-party products such as Appspace, eGain, Avaloque, Calabrio, and Acqueon. • Cisco Voice Applications Proficiency: • Demonstrated expertise in VXML gateways, VVBs, and SIP proxy. • Proficiency with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection Voicemail, Cisco Presence, Expressway MRA solution, and RedSky. • System Administration & Patch Management: • Experience with routine administration tasks, including OS and application patches, upgrades, and backups for voice environments. • ITIL Framework Knowledge: • Strong understanding of ITIL framework, specifically Availability Management, Release Management, and Change Management. • Process Improvement & Innovation: • Drive process improvements and optimization initiatives, including proactive automation and innovation efforts within the technology stack. Qualifications • Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field, with a minimum of [X] years of relevant experience. • Certifications: Relevant Cisco or ITIL certifications are preferred. Job Types: Full-time, Contract Pay: $45.62 - $55.78 per hour Expected hours: 40 per week Benefits: • 401(k) • Dental insurance • Health insurance Schedule: • 8 hour shift • Day shift • Monday to Friday Work Location: Remote Apply Job!