General Position Information

Reports Directly To (Title)

Director or Senior Director, Business Operations

Matrix Reports To (Title)

As applicable based on functional alignment

Direct Reports

NA

Position Summary The UCCE Sr. Engineer (Contact Center) will assist in the administration, direct support, and implementation of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, and implement UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment.

- Analyzes and maintains the current UCCE environment and applications.
- Administers the UCCE platform.
- Develops and modifies complex UCCE call flows/scripts.
- Develops technical documentation for support of UCCE environment.
- Adheres to company documented application deployment and support standards and best practices.
- Owns a portion the resolution process for customer issues/incidents.
- Maintains sizing and scaling documentation for the UCCE environment.
- Develops and modifies UCCE/third-party application reports.
- Implements applications to support internal operations/support/auditing/provisioning processes.

Responsibilities

- 35% - Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE/third-party application reports. Develops and modifies complex UCCE call flows/scripts.
- 25% - Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability.
- 20% - Responsible for detailed documentation of UCCE environment.
- 20% - Performs research on contact center applications, technologies, methodologies, and tools.




- Performs other duties as assigned
- Practices and adheres to the “Code of Conduct” philosophy and “Mission and Value Statement.”

Education & Experience

- Bachelor's degree Preferred Or equivalent combination of education and/or experience
- 5-7 years

Must Have Skills

- Analyzes and maintains the current UCCE workplace and applications.
- Administers the UCCE platform.
- Develops and modifies complex UCCE call flows/scripts.
- Develops technical documentation for support of UCCE environment.
- Adheres to company documented application deployment and support standards and best practices.
- Owns a portion the resolution process for customer issues/incidents.
- Maintains sizing and scaling documentation for the UCCE environment.
- Develops and modifies UCCE/third-party application reports.
- Implements applications to support internal operations/support/auditing/provisioning processes.

Nice To Have Skills

- CCNA: Desired (but not required) Preferred
- UCCE Design Certification/Exam: Desired (but not required) Preferred
- UCCE Implementation Certification/Exam: Desired (but not required) Preferred
- UCCE Support Certification Preferred

Licenses, Certifications & Training NA Knowledge, Skills, Abilities, Behaviors

- Analyzes and maintains the current UCCE environment and applications.
- Administers the UCCE platform.
- Develops and modifies complex UCCE call flows/scripts.
- Develops technical documentation for support of UCCE environment.
- Adheres to company documented application deployment and support standards and best practices.
- Owns a portion the resolution process for customer issues/incidents.
- Maintains sizing and scaling documentation for the UCCE environment.
- Develops and modifies UCCE/third-party application reports.
- Implements applications to support internal operations/support/auditing/provisioning processes.

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