What you’ll be doing...

As a Senior UCCE Engineer, you will be a critical part of Verizon’s Contact Center Solutions team within Professional Services. You will use and apply best practices, principles, theories, concepts and technologies in the UCCE/UCCx environment. You will responsible for nearly every aspect of a UCCE field implementation.

  • Managing the technical management of a project, with the main focus on implementation of a technically sound solution. You will typically be involved in a project from the kick-off to the end when the project is transitioned to post-production support.
  • Working closely with engineering, architecture, application development, and governance groups to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center.
  • Handling projects that are highly custom, sophisticated, implemented in large enterprise environments, and leveraging the latest state-of-the-art technologies and trends in contact center solutions.

What we’re looking for...

You'll need to have:

  • Bachelor's degree or four or more years of work experience installing, migrating, and upgrading Cisco Call Center technologies such as Cisco ICM, CVP, UCCE and UCCX and Contact Center scripting.
  • Four or more years of relevant work experience.
  • Experience in call flow design and development in Cisco UCCE environments.
  • Experience configuring Cisco Unified Contact Center Enterprise components (Routers, Loggers, Peripheral Gateways, AW-HDS).
  • Experience in Cisco Customer Voice Portal as well as associated VOIP technologies and platforms (Cisco IOS, VXML, ASR, TTS).
  • Willingness travel up to 20% of the time overnight.

Even better if you have:

  • Bachelor's degree or six or more years of experience as a UCCE Engineer.
  • Master’s degree.
  • Completed training: Cisco UCCE-A Administration, UCCE-AA Advanced Administration, and UCCE-D Deployment.
  • CCVP certifications.
  • Six or more years of experience installing, migrating, and upgrading Cisco Call Center technologies such as Cisco ICM, CVP, UCCE and UCCX and Contact Center scripting.
  • Experience in VXML scripting and IVR development.
  • Experience engineering and optimizing Contact Center routing environment, including call ICM, CUSP, and CVP.
  • Background in VoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and WebEx.
  • Experience planning and executing highly complex UCCE Upgrade and Migration activity.
  • VMware certification.
  • Ability to establish and define automated system installation/configuration procedures.
  • Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure.
  • Experience with large scale call center environments and deployments.
  • Capability to communicate effectively with technical and non-technical audiences.
  • Ability to lead and give technical direction as well as train and mentor application engineers.
  • Knowledge and experience in dial plan designs and implementation.
  • Demonstrated excellent written and verbal communication skills.
  • Advanced experience with Word, Excel, Presentation, Project and Visio.
  • Excellent interpersonal skills with the ability to handle challenging situations.
  • A self-starter with the ability to work independently and in a collaborative team environment.
  • Quick learner, ability to learn on the job.
  • Desire for continued technical growth.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.