Enable America Jobs

Job Description

The Cisco Telecom Engineer II will plan, design configure, and maintain the enterprise PCCE/UCCE environment. They will review the environment to validate implemented technologies, improve performance, reliability and ensure security practices are followed.

* Implement, manage, and troubleshoot Contact Center systems such as Cisco PCCE, Call recording technologies, phone menu prompts, Ambush messages etc.

* Support of Cisco and other ingress/egress gateways (CUBE, Expressway, SIP)

* Configuration of various system call queues and agent placement for Business unit needs

* Provides support for Hybrid work from home call agents and CER 911 compliance standards

* Ensure all UC voice system backups and redundancy is maintained

* Maintains agent team rosters, skill group management, account creation/deletion, user based role administration

* Responds to end user trouble calls to resolve routine application software problems or assist with hardware issues remotely when possible. Routes calls as needs for more non-routine questions. Track tickets in an incident management system to properly identify problem and resolution for a shared knowledge base or escalate and assign as needed for higher level support.

* Participates in information technology projects and is accountable to tasks, milestone dates and statuses.

* Documents related technical procedures, operations manuals, and other guidance. This person also acts as a liaison between Space Coast Credit Union and vendors regarding system related issues

* Install, configure, maintain, and upgrade server operating systems and applications. Recognize and troubleshoot problems with server hardware and applications software. Establish and maintain system documentation, standards and procedures.

* Other duties and responsibilities as assigned.

Compensation:

$55/hr to $56.45/hr

Conversion salary range of $114,586 to $117,408

Exact compensation may vary based on several factors, including location, skills, experience, and education.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

• Must demonstrate knowledge of Cisco PCCE, Calabrio call recording, Cisco Jabber softphones or similar type systems.

• Extensive knowledge in Cisco CallManager, PCCE Contact Center, Expressway, and Finesse.

• Intermediate Knowledge in OSI Model layers, IP Routing, TCP/IP Operation.

*Maintain a current knowledge of emerging products, services, protocols, and standards in support of telecommunications equipment.

• Background in Outbound dialing campaign configurations such as Acqueon/unexsys would be a plus. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.