UCLA Health
Principal Contact Center Engineer
UCLA Health, Los Angeles, California, United States, 90079
Description
The Principal Contact Center Engineer will provide leadership in the development of communications technology and architecture for UCLA Health’s Enterprise Contact Center, including the design, planning, assessment, and implementation of Cisco Packaged Contact Center Enterprise (PCCE) systems and integration with other voice technologies and communication services.
This is a senior level role, specializing in network voice technology implementations as well as troubleshooting and fielding operational requests.
In this role, you will:
Lead the escalation support for PCCE, and will provide recommendations and initiate the necessary corrective action to ensure optimal contact center performance.
Maintain compatibility and functionality with Cisco and PBX mixed VoIP solutions.
Specify the migration path toward Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems.
Ensure that capacity planning and upgrade planning of PCCE and related applications are maintained.
Perform configuration, diagnostics and technical resolution on network issues, cover second to third tier support with a focus on Cisco PCCE and VOIP technologies.
Ensure integration and support of SAML, SaaS, and CCaaS applications and solutions.
This role will provide day-to-day support of the 24 x 7 contact center production environment.
This is a flex-hybrid role which will require you to be onsite about 1-3 times a month or as needed by operational need. Please note that there are no reimbursements for travel to "home office" location.
Each employee must complete a FlexWork Agreement with their manager which will outline arrangement parameters and aids both parties in fully understanding expectations. Arrangements are regularly evaluated and are subject to termination.
Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity. The full salary range for this position is $105,200 - $250,600 annually. The budgeted salary that the University reasonably expects to pay for this position is about $105,200 - $175,000 annually.
Qualifications
Degrees: (Preferred) Bachelor’s degree in computer science, information systems, electronics engineering, or a related field.
8 years’ experience in contact center.
Extensive experience with designing, implementing, and troubleshooting contact center backbone infrastructure.
Experience with designing call trees and telephony scripts.
Hands-on experience working with Cisco Unified Call Manager and related product line.
Knowledge and demonstrated operating experience in the following areas of specialization:
Cisco ICM/IPCC Enterprise, Cisco CVP and Cisco IPIVR.
Cisco Call manager.
Cisco IPCC Express.
H323/SIP.
Experience working with integrations like Mindful (call back) & Calabrio (call recording).
Experience working on reports and analytics related to contact center (CUIC and Variphy).
Ability to perform tasks with minor supervision.
Demonstrate ability to implement, drive and track projects.
Ability to apply solutions, technology and products to a business opportunity.
Strong problem solving skills: ability to assess a problem and determine an effective course of action.
Experience with project management and resource tracking techniques.
Ability to work effectively and add value as a team member.
Documenting network Infrastructure project goals and objectives, as well as defining detailed project plans, schedules, and deliverables according to a defined project management methodology.
Creates and/or reviews scope of work & POs to support the procurement of products & services required for each project.
Experience with budget and resource management.
Effective communication and interpersonal skills.
Problem resolution/mentoring and coaching skills.
Serves as a visionary by identifying new opportunities for process improvements, standards, initiatives, and technology adoption.
Operating Systems & Software: Linux, Windows, Microsoft Office Suite, Visio, Cisco Unified Communications Systems, Packet Analyzer, Wireshark.
Hardware: Cisco UCS FI and UCS Servers, Cisco Routers and Switches, Nexus Switches, Firewall, Voice gateway, Cisco Access server, proxy server.
Technologies: PCCE, CVP, VOIP, QOS, ISDN, CUBE, Multicast Video, Security, DNS, DHCP, NAT, DNS.
Preferred: Certifications: CCIE Collaboration Certification desired. ITILv3 a plus.
Minimum of 8 years of experience in a large network enterprise environment with PCCE and Unified Communications technology, and with hands on network design/support role experience.
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The Principal Contact Center Engineer will provide leadership in the development of communications technology and architecture for UCLA Health’s Enterprise Contact Center, including the design, planning, assessment, and implementation of Cisco Packaged Contact Center Enterprise (PCCE) systems and integration with other voice technologies and communication services.
This is a senior level role, specializing in network voice technology implementations as well as troubleshooting and fielding operational requests.
In this role, you will:
Lead the escalation support for PCCE, and will provide recommendations and initiate the necessary corrective action to ensure optimal contact center performance.
Maintain compatibility and functionality with Cisco and PBX mixed VoIP solutions.
Specify the migration path toward Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems.
Ensure that capacity planning and upgrade planning of PCCE and related applications are maintained.
Perform configuration, diagnostics and technical resolution on network issues, cover second to third tier support with a focus on Cisco PCCE and VOIP technologies.
Ensure integration and support of SAML, SaaS, and CCaaS applications and solutions.
This role will provide day-to-day support of the 24 x 7 contact center production environment.
This is a flex-hybrid role which will require you to be onsite about 1-3 times a month or as needed by operational need. Please note that there are no reimbursements for travel to "home office" location.
Each employee must complete a FlexWork Agreement with their manager which will outline arrangement parameters and aids both parties in fully understanding expectations. Arrangements are regularly evaluated and are subject to termination.
Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity. The full salary range for this position is $105,200 - $250,600 annually. The budgeted salary that the University reasonably expects to pay for this position is about $105,200 - $175,000 annually.
Qualifications
Degrees: (Preferred) Bachelor’s degree in computer science, information systems, electronics engineering, or a related field.
8 years’ experience in contact center.
Extensive experience with designing, implementing, and troubleshooting contact center backbone infrastructure.
Experience with designing call trees and telephony scripts.
Hands-on experience working with Cisco Unified Call Manager and related product line.
Knowledge and demonstrated operating experience in the following areas of specialization:
Cisco ICM/IPCC Enterprise, Cisco CVP and Cisco IPIVR.
Cisco Call manager.
Cisco IPCC Express.
H323/SIP.
Experience working with integrations like Mindful (call back) & Calabrio (call recording).
Experience working on reports and analytics related to contact center (CUIC and Variphy).
Ability to perform tasks with minor supervision.
Demonstrate ability to implement, drive and track projects.
Ability to apply solutions, technology and products to a business opportunity.
Strong problem solving skills: ability to assess a problem and determine an effective course of action.
Experience with project management and resource tracking techniques.
Ability to work effectively and add value as a team member.
Documenting network Infrastructure project goals and objectives, as well as defining detailed project plans, schedules, and deliverables according to a defined project management methodology.
Creates and/or reviews scope of work & POs to support the procurement of products & services required for each project.
Experience with budget and resource management.
Effective communication and interpersonal skills.
Problem resolution/mentoring and coaching skills.
Serves as a visionary by identifying new opportunities for process improvements, standards, initiatives, and technology adoption.
Operating Systems & Software: Linux, Windows, Microsoft Office Suite, Visio, Cisco Unified Communications Systems, Packet Analyzer, Wireshark.
Hardware: Cisco UCS FI and UCS Servers, Cisco Routers and Switches, Nexus Switches, Firewall, Voice gateway, Cisco Access server, proxy server.
Technologies: PCCE, CVP, VOIP, QOS, ISDN, CUBE, Multicast Video, Security, DNS, DHCP, NAT, DNS.
Preferred: Certifications: CCIE Collaboration Certification desired. ITILv3 a plus.
Minimum of 8 years of experience in a large network enterprise environment with PCCE and Unified Communications technology, and with hands on network design/support role experience.
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