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Cisco UCCE (Contact Center) Engineer

Company: Wyndham Destinations
Location: Las Vegas
Posted on: October 13, 2019

Job Description:

Wyndham Destinations is currently seeking a Telecom Engineer II in Las Vegas, NV. This position provides senior engineering support and consultation for the design, development and implementation of technical solutions within the company's telephony and contact center telecommunications environments within a complex multi-location, multi-national, and multi-vendor infrastructure. As part of the Telecom Engineering team, this position will be primarily responsible for, but not limited to, the call routing, scripting and configuration of the Cisco Contact Center Enterprise applications (UCCE), Cisco Outbound Option, Cisco Voice Portal (CVP), Unified CVP Call Studio, Cisco Interaction Manager (CIM), Cisco Enterprise Chat and Email (ECE), and outbound campaign management tools. This position has additional advanced knowledge and awareness of other contact center technologies such as Cisco Unified Communications and Cisco Unity as well as voice gateways and networks, call recording and analytics and ancillary support systems. This position has knowledge of WAN/LAN technologies including VoIP/SIP call routing technologies and protocols. Working knowledge of TCP/IP protocol, windows servers, Cisco switches and ASAs, DNS, Citrix Desktop environments. Operational responsibilities include analyzing existing and proposed telephony and contact center telecommunication environments and applications while proactively identifying areas of needed improvement. This position must be able to perform analysis and diagnosis of complex application issues utilizing SQL queries as needed. Position requires strong internal client facing skills along with strong verbal and written communication skills. This position must maintain high level understanding and knowledge of the company's applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent. Role may be assigned other tasks as required to support the overall shared services and organizational goals. Position will be required to carry a company issued smart phone in order to provide on-call support as required. Job responsibilities include, but are not limited to: - The position is responsible to design, development, documenting and implementing contact center telephony infrastructure and application projects on time and within budget. Work closely with vendors, outside expert resources, internal technical and business resources, to evaluate and propose innovative new technologies methodologies, processes and enhancements to improve the effectiveness of the organization. Ensure interoperability between the proposed solutions and other telecommunications such as desktop, networks, security and compliance. Assist in gathering and documenting business requirements. - The position works closely with our engineers, analysts, IT peers, outside vendors, outside expert resources, internal technical and business resources to evaluate, develop, and propose innovative new technologies, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization. - This position maintains expert level understanding and knowledge of the company's applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts. - Be accessible 24x7 to support the telecommunications infrastructure team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center. - Performs other duties as needed. Education - Bachelor's Degree in Computer Information Systems, Telecommunications, or related technical field and/or related experience with 7+ years of experience. Training requirements - CCNP Voice or Collaboration Certifications preferred. Knowledge and skills - Excellent oral and written communication skills, ability to work long hours under pressure during system outages and implementations. Technical Skills - Expert level technical expertise of Cisco Unified Contact Center Enterprise (UCCE) systems and management of complex telecommunications environments and infrastructures. - Experience with multiple voice and call center technologies such as but not limited to Cisco UC that includes CUCM, UCCE, ICM, ECE and EIM, CUIC dashboard development, CUSP, Voice Gateways, Unity voicemail, call recording and analytics, and ancillary support systems. - Proven experience using SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis/voice protocols, SQL Server Integration Services (SSIS), and SQL Server Development. - Cisco Outbound Option Dialer and Cisco Email/Interaction development and support experience - Experience with Cisco CVP IVR performing design, development and support functions utilizing Cisco Call Studio and Micro Apps, including VXML IVR application development using Unified CVP Call Studio and Java, and Javascript development for Finesse gadgets - Experience performing complex Cisco ICM scripting, design, deployment, administration, and troubleshooting. - Exposure with Cisco UCCE Solution Architecture and Integration. - Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP, CUBE/SBC, servers, switches, ASA firewalls, DNS, Citrix Desktop environments. - Proven ability to perform coordination and problem isolation and remediation - Some experience leading and directing others. Job experience - 7 or more years of experience in the support and development of solutions within complex Cisco Unified Communication and Contact Center Enterprise environments. Experience equivalent to the education requirement may be accepted in lieu of the education requirement. Wyndham Destinations believes in putting the world on vacation. Our global presence in 110 countries at more than 220 vacation ownership resorts and 4,300+ affiliated exchange properties distinguishes Wyndham Destinations as the world's largest vacation ownership and exchange company, with North America's largest professionally managed rental business. Each year our team of 25,000 associates delivers great vacations to millions of families as they make memories of a lifetime. Learn more at *********************** at *********************************** . Our world is your destination. Wyndham Destinations is one family, one team of professionals who actively strive to provide our customers and each other with our signature Count On Me! Service promise. A promise to be responsive to needs, to be respectful in every way and deliver a great experience. The Wyndham brand is visible in the many accolades we have received including Newsweek's 100 Greenest Companies, Diversity Inc.'s 25 Noteworthy Companies and Ethisphere Institute Lists of the World's Most Ethical Companies amongst others. Come join the Wyndham family and discover the rewards for your career. *************************************** A career at Wyndham Destinations offers you the following great benefit opportunities and more: - Competitive compensation package - Employee discounts on travel - Medical/dental and vision care plans - 401(k) program that matches dollar for dollar up to 6% of salary - Flexible Spending Accounts, short & long term disability, life insurance & educational assistance - Community volunteer and global sustainability/green programs Come and be part of One Family, One Team, One Company . . . Wyndham Destinations The Company makes every effort to ensure equal employment opportunities for all individuals and abides by EEO and nondiscrimination provisions of all applicable federal, state, and local laws and regulations. If you require a reasonable accommodation to complete an application please email your request to **************** and provide the job title and location to which you are applying.

Keywords: Wyndham Destinations, Las Vegas , Cisco UCCE (Contact Center) Engineer, Engineering , Las Vegas, Nevada

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