Contact Center Engineer

TEKsystems
$55.00 - $70.00 / hr
life insurance, sick time, 401(k), retirement plan

Mar 29, 2025
Top Skills' Details Our client is currently hiring for a Cisco Contact Center Engineer. This role is accountable for the applications and telephony infrastructure supporting contact center agents across the organization. In this hands-on role, you will leverage your knowledge of contact center best practices to support our contact centers. Primary responsibility is to collaborate with our leaders and employees to design and implement contact center solutions that meet our business needs. The candidate must have excellent communication skills and ability to explain technology to non-technical individuals. The candidate must be able to manage multiple work streams and have excellent time management to meet agreed upon deadlines. Other responsibilities include developing, installing, troubleshooting, and maintaining Cisco contact center systems and solutions. Description The engineer will resolve issues and perform installations in collaboration with other Cisco engineers and analysts, infrastructure teams, network team, business users, and vendors. The engineer will develop, test, and update disaster recovery plans, ensure security compliance and change management. This position also analyzes utilization levels, monitors traffic, proposes configuration or technology changes to meet service levels, and oversees the design and execution of upgrades and maintenance activities on the contact center platforms. The engineer in this role will also participate in projects, strategic initiatives, and provide recommendations and strategic advice. Skills Contact centre Top Skills Details Contact centre Additional Skills & Qualifications Required Qualifications: Bachelor of Science in Information Systems, Telecommunications, or Business Management or equivalent experience 5+ years of experience in hardware/network design, equipment vendors and carriers and specifically the following systems on prem or on the cloud: oCisco Unified Contact Center Enterprise (UCCE) oCisco Finesse oCisco Unified Intelligence Center (CUIC) oCisco Unified Communications Manager (CUCM) oCisco Unity Connection (CUC) oCisco Unified Customer Voice Portal (CVP) oPassion for helping customers & exceeding customer expectations. oExcellent people skills and ability to build effective relationships with staff at all levels. oDesign, Implement, Edit and Optimize call flows. Excellent oral and written communication skills Detail-oriented and proven organizational skills. Strong interpersonal relationship skills Strong critical thinking skills Excellent desktop tool usage including Word, Excel, Access, and PowerPoint functionality. Experience with Agile project management and Scrum methodology Exercise considerable initiative, planning, judgment, and work independently. Experience performing disaster recovery testing. Drive to any location, and be available outside normal business hours, including weekends. Serves on a team on-call rotation schedule to address emergency production issues after hours. Translate technical jargon and concepts into easy-to-understand language. Knowledge of VOIP and QOS General Understanding of Network Protocols e.g.: DHCP, DNS, LDAP, VLANS, SIP, FTP, SSH, and TCP/IP Preferred Qualifications: Cisco Certifications or have relevant experience. SIP voice services experience. SIP / CUBE Knowledge SIP integrations to 3rd party applications (Avaya Session Manager, Cisco CVP, etc.) Voice Gateways configuration, deployment, and troubleshooting. Courtesy Call Back (CCB) oExperience building/designing new queues. oProviding support and reporting oAbility Experience Level* Intermediate Level Pay and Benefits The pay range for this position is $55.00 - $70.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Bloomington,MN. Application Deadline This position is anticipated to close on Apr 11, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.