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# Contact Center Engineer

- **Company:** Brooksource
- **Location:** United States (Remote available)
- **Salary:** $114,400.0 - $124,800.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Computer-Aided Design, VoIP, Cisco Unified Communications Manager, Cloud Computing, Computer Telephony Integration, Data Centers, Desktop Computing, RAID, Ethernet, Monitoring of Systems, Hyper-V, Internetworking, Microsoft Visio, NetApp Applications, Routing, Proprietary Software, Remote Administration, Systems Integration, Web Applications, Cloud Collaboration, Enterprise Software Applications, Cisco Unified Contact Center Enterprise (UCCE), Intelligent Contact Management, Tools for Reporting, Hardware Infrastructure, Cisco, Vmware
- **Published:** July 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c939c490c3a53317

## About the Role

* · Advanced networking experience using multiple Ethernet cards on a single server.
 * · Experience doing numerous installations and upgrades of above core OS's.
 * · Server hardware experience configuring varying levels of RAID and establishing SAN connectivity.
 * · Installation and Administration experience with VMWare or HyperV.
 * · Creating and Editing Documentation to include proficiency with Microsoft Word, Excel and Visio
 * · Experience in a service, support or technical delivery role for:
 * · Cisco Intelligent Contact Management (ICM) / IP Contact Center (IPCC) / UCCE Unified Contact Center Enterprise (UCCE) solutions and integrations
 * · Cisco's IP IVR and Cisco's Customer Voice Portal (CVP) or third party IVR / VRU solutions and integrations
 * · Excellent written and verbal communication skills (technical documentation and client communication)
 * · Ability to troubleshoot installation related anomalies

Exposure or Experience with the following:

 * · Contact / Call Center
 * · Administration
 * · Operations
 * · Management
 * · Work Force Management (WFM)
 * · Customer Relationship Management (CRM)
 * · CTI Integration
 * · Screen Pop
 * · Third Party CTI Desktops
 * · CISCO Agent Desktop (CAD)
 * · CISCO CTI Toolkit (CTI OS) Agent Desktop
 * · Call Center Reporting
 * · Third Party Call Center Reporting Solutions
 * · Cisco Webview
 * · Cisco Unified Intelligence Suite (CUIS)
 * · Cisco Unified Intelligence Center (CUIC)
 * · Multi-Channel Contact Centers
 * · Web Collaboration
 * · Chat, Email (Exchange), Telephony
 * · Cisco Internet Application (CIS, CEM, CIM, EIM, WIM)
 * · Cisco IP Telephony (IPT) / Cisco Unified Communications Manager (UCM) (CallManager (CCM)) / Voice Gateways solutions and integrations
 * · Unified Contact Center Express (UCCX, IPCC Express)
 * · Telecommunications Maintenance & Administration on any major PBX / ACD / IP Telephony platform (Aspect, Avaya, Nortel, etc…) and/or integration with Cisco Intelligent Contact Management (ICM)

Certifications or work related experience in two or more areas:

 * · Microsoft Microsoft Certified Solution Engineer (MCSE), Microsoft Certified Technology Specialist (MCTS) or Microsoft Certified IT Professional (MCITP)
 * · Routing and Switching, Voice, or Service Provider.
 * · Cisco Certified Internetwork Expert (CCIE)
 * · Cisco Certified Network Professional (CCNP)
 * · Cisco Certified Network Associate (CCNA)
 * · VMWare Certified Professional or higher.
 * · EMC Cloud or Data Center Architect
 * · NetApp Certification

## Description

We are seeking an Engineer to support our enterprise level contact or call center customer sites. The UC solution includes all components of Cisco (UC) solutions including Cisco Unified Communications Manager (CUCM), Unity Connections, Cisco Unified Presence Server (CUPS), Cisco Emergency Responder (CER) , Cisco Unified Contact Center Enterprise (UCCE), Cisco Intelligent Contact Management (ICM), CVP, and IP IVR plus other third party software, integrated peripheral systems, hardware administration & testing, network validation, remote administration, systems monitoring, and integration with other enterprise applications.


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