Description

Design, implement, and support Cisco Unified Contact Center Express (UCCX) environments, including call routing, agent functionality, and technical documentation.

This role is hybrid.

Responsibilities

• Design and document service design packages and process flows for UCCX.
• Implement enhanced call routing and functional requirements for agents and supervisors.
• Provide Level 2 and Level 3 technical support for telephony services.
• Support Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) infrastructure.
• Deliver training and knowledge transfer to the Telephony Services staff.

Required Skills

• 5+ years of experience with Cisco Unified Contact Center Express (UCCX).
• 5+ years of experience with Cisco Unified Communications Manager (CUCM).
• 5+ years of experience with Cisco Unity Connection (CUC).
• Proven ability to handle complex call routing and agent/supervisor functional requirements.
• Experience in technical implementation and service design documentation.
• Must be located within 2 hours of Lansing, MI, with a local driver's license or proof of local address.

Preferred Skills

• 3 years of tenure in previous relevant roles.

Key Skills

Education

Not specified