Robert Half Technology Englewood , CO 80112
The Principal Technical Admin will be responsible for support of the Cisco Unified Contact Center Enterprise (UCCE) environment. They will be fluent in the understanding of infrastructure integration between the UCCE ? ICM (Intelligent Call Manager) components in a large, multiple call center deployment.
They will also support everyday operations, which will include documentation, monitoring and resolution of call routing issues. Duties will include: ? Team members share a weekly on-call rotation that consists of one week backup followed by one week of primary. ? Daily tasks will consist of working with business counterparts to develop new strategies, collaborating with vendor and internal teams to implement approved projects, troubleshooting and maintaining supported infrastructure, and facilitating knowledge transfer to peers through training and documentation. ? This job requires night and weekend work, both scheduled and unscheduled, and requires carrying a smartphone 24 hours a day, 7 days a week during an on-call rotation. ? The Principal Technical Administrator may act in a lead role, providing daily management for one or more entry level technical administrators. Education and Experience: ? Bachelors degree and six years of related experience; or 8 years of related experience and training; or equivalent combination of education and experience supporting large, multiple call center environments.
Skills and Qualifications: ? Candidate must be highly proficient in Cisco UCCE infrastructure, operation, and troubleshooting. While we do not manage every aspect of this system, it is important that a candidate has knowledge on how all the components work together to collaborate with other teams/vendors. ? This position will often be required to lead integrations that may be outside a candidate?s technical knowledge. The candidate must be comfortable researching these knowledge gaps, seeking out experts when necessary, and demonstrating the ability to communicate and document these concepts. ? Reporting plays a large part in the successful operation of our business.
It is highly desirable that a candidate has a good working knowledge of SQL queries and database operations. Familiarity with the ICM database schema and ability to write custom queries is essential to effective troubleshooting and report creation.
Cisco CallManager, Cisco Products
Employment Type: Full Time