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Eden Prairie

    Cisco Voice Administrator - Eden Prairie, United States - Set Solutions, a Trace3 Company

    Set Solutions, a Trace3 Company
    Set Solutions, a Trace3 Company Eden Prairie, United States

    2 weeks ago

    Default job background
    Technology / Internet
    Description

    *Trace3 is assisting a client in search of a UCCE administrator. Please note this role is not with Trace3 but with one of our trusted clients.*

    Experience Requirements:

    • Minimum 2 years of Cisco UCCE system engineering and operation, focusing on infrastructure components and services.
    • 2+ years of UCCE configuration and scripting experience.
    • Proficiency in contact center reporting design, development, and SQL programming.
    • Familiarity with integrating Cisco UCCE with ancillary equipment like call recording and workforce management systems.
    • Hands-on experience with Cisco UCM platform and VOIP infrastructure support.
    • Expertise in SIP-based telecommunication networks.
    • Strong interpersonal skills and ability to manage business relationships effectively.
    • Familiarity with SDLC delivery models, including waterfall and agile methodologies.
    • Previous exposure to Cisco CVP Studio development and Dialer campaign management.
    • Experience in building and managing external database integrations for customer/data lookups within UCCE.
    • Competence in database management of standalone resources used by UCCE.
    • Understanding of Cisco DB Worker External integrations.

    Responsibilities:

    • Monitor and manage UCCE environment, resolving system issues using client-provided tools.
    • Respond to alerts and reports from client-provided dashboards and monitoring tools.
    • Perform administrative tasks like adding, changing, and removing agents, scripts, and IVR apps as directed by the client.
    • Oversee monthly Microsoft security patching for all relevant servers (~100), managing reboots to minimize business impact.
    • Validate system functionality post-patching.
    • Provide L2/L3 support for dedicated workgroups, resolving issues including agent login problems and call handling errors.
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