Sr. Cisco Contact Center Engineer

We are seeking a Sr. Cisco Contact Center Engineer to support and enhance a large-scale enterprise contact center environment within a leading healthcare organization. This individual will play a key role in the engineering, administration, optimization, and modernization of Cisco Contact Center technologies, ensuring reliable communication systems that support critical patient care and business operations., * Maintain day-to-day operations including user administration, script modifications, routing changes, and troubleshooting.

• Design, develop, and optimize call flows, IVR applications, and routing strategies.
• Support complex contact center initiatives, migrations, and platform enhancements.
• Troubleshoot and resolve call routing, reporting, and contact center application issues.

Unified Communications Support

• Provide engineering support for Cisco Unified Communications platforms including:
• Cisco Call Manager (CUCM)
• Unity Connection
• IM & Presence (IM&P)
• Cisco Webex
• TelePresence
• Support voice infrastructure implementation and ongoing maintenance activities.
• Optimize Cisco voice and contact center services to improve performance and reliability.

Project & Technical Leadership

• Participate in contact center migrations, system upgrades, and new technology deployments.
• Evaluate and recommend new contact center and omnichannel technologies.
• Assist in defining engineering standards, processes, and best practices.
• Create and maintain technical documentation, support procedures, and runbooks.
• Provide mentoring, knowledge transfer, and escalation support to engineering and support teams.

Call Flow Operations Mentorship Communication Network Routing Knowledge Transfer Business Valuation Root Cause Analysis Engineering Support Cisco Contact Center Full Stack Development Engineering Management Unified Communications Technical Documentation Business Transformation Interactive Voice Response Verbal Communication Skills Troubleshooting (Problem Solving) Cisco Unified Communications Manager

At least 4 years, The ideal candidate will have deep expertise in Cisco Contact Center technologies, IVR development, scripting, call routing, and unified communications, along with strong troubleshooting and analytical skills., * Bachelor’s Degree or equivalent experience.

• 4+ years of Cisco Voice and Unified Communications experience.
• 4+ years supporting Cisco Contact Center technologies.
• Expert-level experience with:
• Cisco UCCX
• Cisco PCCE
• Cisco ICM
• Cisco CVP
• Contact Center scripting
• IVR development
• Call routing and call flow design
• Experience supporting large enterprise contact center environments.
• Strong troubleshooting and root-cause analysis skills.
• Excellent written and verbal communication skills., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.