Sr. Infrastructure Engineer Telecom amp Contact Center Integrations

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**MEMBERS ONLY**SIGN UP NOW***. is not only a retailer but also a technology-based company, where technology itself is at the heart of our operation. Our Information Technology organization is playing an integral role in helping the company define and execute key elements of the business model. Our IT environment is fast-paced and constantly changing to meet the demands of our diverse business offerings. We seek talented, motivated professionals with a sense of adventure, diversity of thought, and the combination of creativity and experience to make a difference and have fun doing it.
We are seeking a Sr. Infrastructure Engineer – Telecom & Contact Center
Integrations
to join the **MEMBERS ONLY**SIGN UP NOW***. Collaboration team to design, analyze, plan, build and modify technology systems supporting our advanced contact center and collaboration capabilities. The work will require detailed engineering to meet business requirements, then help the entire technologies team implement and realize the value of these investments thru industry best practices for deployment and operations. The position will work with Architects across the organization, **MEMBERS ONLY**SIGN UP NOW***. Engineers and directly with the business to inventory, analyze and implement our Cisco Unified Contact Center Enterprise (UCCE) solution. This work will include but is not limited to: Contact Center Engineering, Reporting, Contact Routing & Scripting, Interactive Voice Response, Agent Queuing models and how they are built in UCCE as well as integrations and management of peripheral systems including: Call Recording, Workforce Management, CTI and chat utilities. Position will conduct project planning, caller experience analysis, contact center metrics analysis and develop recommendations to business and technology leaders on best practices and gain alignment.
This position will provide level 3/level 4 escalated support for the contact center infrastructure applicable to routing and reporting and will work with vendor manufacturers to help resolve issues experienced by the business. Performs complex incident and change management activities. Provides guidance to administrators of contact center systems in both using and resolving technical issues quickly. Creates and updates/maintains standard operating procedures, technology processes and procedures. Drives monitoring standards and event management expectations. Collaborates with business partners on developing of reports to show operational metrics.
Creates the blueprints for more complex technology implementation. Ensures implementations are done in accordance to the standard builds and will create and maintain checklists that will be used for transition to production. Works effectively in a matrixed organization in developing efficient technology solutions. Partners with third parties to ensure support of our infrastructure meets all applicable SLA’s and real-time monitoring of the environment thru dashboards and alerts are available to both technologies and the business.
The position will work closely with business partners and assist in the development of requirements, business cases and cost estimates for technology implementation. They ensure that the proposed technologies can be successfully implemented and supported. They provide input to fiscal year technology budgets.
Provides coaching and work direction to more junior engineers and administrators.
Basic Qualifications:
IVR development and Web Services for Cisco Voice Portal support using Java and VXML
Ability to write and modify SQL queries and stored procedures
Software development experience, skills that support Computer Telephony Integration / Finesse API’s, Customer Relationship Management integrations (CRM) and/or Cisco Voice Portal (CVP/VVB)
5 years of experience architecting, engineering and operating Cisco UCCE contact center systems in a role supporting infrastructure components & services running on Central Controllers, Peripheral Gateways, Voice/VXML gateways, Cisco Voice Portal, etc.
3 years of UCCE configuration and scripting experience
Preferred Qualifications:
Python development experience
Knowledge of contact center integrations between Cisco UCCE and ancillary equipment including: call recording and workforce management systems
Experience with Cisco UCM platform and support of VOIP infrastructure
Experience with SIP based telecommunication networks
Strong business relationship skills
Experience with SDLC delivery models including waterfall & agile
Cisco Dialer campaign management
Experience with building and managing external database integrations for customer / data lookups within UCCE
Cisco Application Gateway, DBWorker, External integrations
A Bachelor's degree or equivalent years’ experience with specific technologies noted

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