As a Cisco Unified Contact Center Enterprise (UCCE) Engineer, you ensure that the strength in our telecommunication infrastructure stays intact by managing its availability, security and scalability. You believe in the power of collaboration, guide your daily interactions and behaviors as such, and strive to steadily improve the standing of the Information Technology team by listening to, learning from and teaching those around you. You will balance tactics with strategic thinking, shift towards a higher percentage of project work and help elevate your peers.
 

As a Unified Contact Center Enterprise (UCCE) Engineer, you will:

Take ownership of CyraCom’s UCCE environment that includes: configuring, troubleshooting, monitoring, assisting Product team with integrating, APIs, etc.Provide tier 2 and 3 support including customer and user connectivity problems of medium to high complexity.Learn and implement new concepts, best practices, and procedures commonly used to maintain, support, upgrade, and improve our systems for all new and existing sites.Generate ideas in the design, development and implementation of standards and best practices at all layers of the Collaboration stack in both production and lab environments.Actively monitor performance to ensure availability and security and drive the remediation of any critical issues that threaten the health of our infrastructure.Promote individual and team growth by willingly transferring knowledge bi-directionally through training sessions and informal conversations.Be a subject matter expert for your domain by staying on top of technology trends and best practices.Willingly and occasionally work nights and weekends in appropriate support of the business.Thrive off a team environment and enjoy working with and supporting IT resources, Project Managers, and business teamsTravel to any of our sites within the US may be required
 As a Unified Contact Center Enterprise (UCCE) Engineer, you are:Collaborative – you understand the whole is greater than its parts.Positive – you believe in the infectious power of positive thinking and display this in your everyday work.Passionate – you love what you do and cannot wait to apply your skills to help people communicate.Continually Learning – you have an insatiable appetite for constantly improving yourself.Technically Savvy – you understand technical concepts and practices and create solutions that scale.Self-Motivated – you are your harshest critic and biggest supporter.Goal oriented – you understand how your work fits in the big picture and follow through to make your goals a reality.A Team Player – you understand the basics tenets of being a great teammate including proper time management, communication and attendance.As a Unified Contact Center Enterprise (UCCE) Engineer, you must have:In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP).Good understanding of Cisco UCCE Architecture, deployment models and components.Hands on experience in Cisco UCCE Call flow scripts.Good knowledge and hands on experience in Cisco CVP Scripting.Good hands on experience in CVP Micro app and knowledge in VXML application.Good hands on experience in VXML Gateway configuration and troubleshooting.Knowledge in Cisco Unified Intelligence Center Reporting (CUIC).Good understanding of various APIs, SDKs and protocols used for automation: REST, SOAP.Ability to troubleshoot UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolution.Enhanced working knowledge of, Cisco Collaboration infrastructure such as, Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Expressway, CUBEs, WebEx management portal, call routing, etc.Be willing to learn the company tools.Be proficient with Wireshark and other collaboration troubleshooting tools.The ability to work independently and with limited supervision.

Minimum Qualifications:A High School diploma, GED, or equivalent, with some post-secondary education.7+ years of UCCE and voice experience.

Ideally, you will also have:

Graduated from an accredited college or university with a Bachelor’s degree in Computer Science or directly related field.CCNA or CCNP Collaboration certificate.Familiarity with automation tools and or programming languages.Working knowledge of App Dynamics, Oracle SBCs, and Variphy.

WHY WORK FOR CYRACOM?

CyraCom International, Inc. is the leading provider of language interpreting services and operates the most extensive network of large-scale interpreter contact centers. CyraCom impacts the lives of millions in the United States by connecting those with limited English proficiency to critical services. In business since 1995, CyraCom services thousands of clients throughout the US, Canada, and Europe. The Company was named to the Inc. 5000 list of fastest growing private companies in the United States for a ninth year in a row and eleventh time overall in 2017.

“We make a difference every day.” 

CyraCom team members help thousands of people communicate every day by removing cultural and linguistic barriers in all levels of everyday conversation. We ensure high levels of accessibility by providing interpretation services over the phone, through video, and on-site at our client locations. We work relentlessly to provide the support and infrastructure necessary to ensure people can communicate at a moment’s notice, because at any time our service could be needed in a life-saving event. Our hundreds of clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.

   

Our employees most often say three things:

Culture: You have the resources of a large company with the flexibility and excitement of a start-up.

Impact: Your contributions matter; people notice the changes and improvements you create.

Meaning: Your work ultimately helps improve the lives of millions in the United States – CyraCom helps those who cannot communicate normally to access to healthcare and other vital services.

COMPANY CULTURE

We value our employees and believe that an enjoyable work environment is beneficial to all. Here are some ways we contribute to that goal:

We celebrate our diverse workforce.We encourage our employees’ professional and personal growth, including tuition reimbursement and internal promotionsWe provide a “business casual” dress code (with “casual Fridays”).Compensation and Benefits Highlights:

CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development. The pay range for this position is 120,000 to 140,000.

Physical Demands:

Requires sitting or standing for extended periods

Extensive use of a computer and repetitive hand movements in the performance of duties

Occasional lifting and carrying of material weighing up to 50lbs may be required

Duties not listed in this position description may be required of the employee at the discretion of management. The incumbent may delegate all or any of their duties to qualified personnel; however, such delegation does not relieve them of overall responsibility and accountability for the successful conduct of those duties. CyraCom is a Federal Contractor and complies with all Executive Orders regarding health and safety requirements. CyraCom International, Inc.’s success is driven by the advantage created by the collective efforts of its employees, and is dependent upon a diverse, inclusive environment that embraces change, new ideas, respect for the individual and fosters an equal opportunity for success. We have zero tolerance for discrimination, intimidation or harassment of any kind. CyraCom International, Inc. is an equal opportunity employer. CyraCom International, Inc. maintains a drug-free workplace.