Introduction
The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world's relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.
Your Role and Responsibilities
Key Responsibilities:
Network Administration:
- Manage and maintain network infrastructure to ensure optimal performance and reliability.
- Monitor network performance, troubleshoot issues, and implement solutions to minimize downtime.
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- Configure and manage network devices, including routers, switches, and firewalls.
Telephony:
- Oversee the telephony systems, ensuring seamless communication within the contact center.
- Configure and manage VoIP systems, including setup and maintenance of phone lines and extensions.
- Troubleshoot telephony issues and coordinate with vendors for resolution.
Cisco Unified Contact Center:
- Administer and support the Cisco Unified Contact Center Enterprise (UCCE) environment.
- Configure and manage call routing, IVR systems, and agent profiles.
- Monitor system performance, conduct regular maintenance, and implement updates as needed.
Programming:
- Develop and maintain scripts and applications to enhance contact center operations.
- Automate routine tasks and processes to improve efficiency.
- Collaborate with IT and development teams to integrate new technologies and solutions.
Required Technical and Professional Expertise
Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in network administration and telephony systems.
- Expertise in Cisco Unified Contact Center Enterprise (UCCE) administration.
- Strong problem-solving skills and the ability to work under pressure.
- Excellent communication and interpersonal skills.
Preferred Technical and Professional Expertise
Programming languages such as Python, Java, or C++.
Certifications in Cisco (e.g., CCNA, CCNP) or related fields.
- Experience with other contact center technologies and platforms.
- Knowledge of database management and SQL