Cisco Call Center & Contract Center Architect (UCCX & CUCM)

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Job description

Position: Cisco Call Center & Contract Center Architect (UCCX & CUCM)

*** "s and all other parties authorized to work in the US are encouraged to apply" "We are unable to sponsor" ***

Company Overview:

World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider. Through our culture of innovation, we inspire, build and deliver business results, from idea to outcome.

Based in St. Louis, WWT works closely with industry leaders such as Cisco, HPE, Dell EMC, NetApp, VMware, Intel, AWS, Microsoft, and F5, focusing on three market segments: Fortune 500 companies, service providers and the public sector. WWT is a $12 billion dollar privately held organization that employs more than 6,000 people and operates in more than 2.5+ million square feet of state-of-the-art warehousing, distribution and integration space strategically located throughout the world. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the ninth consecutive year and was awarded for multiple categories on Glassdoor's 2019 Employees' Choice Awards, honoring the Best Places to Work.

World Wide Technology Holding Co, LLC. (WWT) has an opportunity available for a Cisco Call Center & Contract Center Architect (UCCX & CUCM) located in Phoenix, AZ (Remote).

Job Title: Cisco Call Center & Contract Center Architect (UCCX & CUCM)

Locations: Remote

Duration: 3 months to start, another 3 month extension possible

Responsibilities:

• Support telecom and contact center team for builds, move, adds, deletes, and documentation, troubleshooting, etc.
• Support diverse VoIP, Contact Center Express (UCCX) and recording platform, Collaboration and Video Conferencing portfolio.
• Cisco Emergency Responder (CER) knowledge
• Determine root cause and resolution for previously unknown problems.
• Ability to work on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
• Strong analytical and troubleshooting skills.
• Provides guidance and work leadership to less-experienced network personnel and may have supervisory responsibilities.
• Valuate and recommend next generation technology that improves end user experience, address tactical business requirements and aligns with long-term strategic goals.
• Design and execute plans to remediate voice and network risks and outages.
• Prepare and maintain appropriate documentation of policies, processes, and procedures.
• Articulate practical solutions to mission critical issues in a high energy environment.
• Researches, analyzes, and recommends systems improvements and enhancements.
• Develops and manages operational and preventive maintenance checks for all UC systems.
• Creates and maintains run books and databases including documentation for all product hardware, software, and operations manuals.
• Working knowledge that include, but are not limited to, Cisco Call Manager, Cisco Emergency Responder (CER), Contact Center Express, Calabrio, IOS-XE wireless, Wireless LAN, routing, switching, VPN, Firewalls.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

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