Cisco Voice Engineer

Description SAIC is looking for a Cisco Voice Engineer will support all Telephony Technologies, proactive monitoring and quickly responding to hardware, software, and network Incidents. Candidate must have excellent written/verbal communication skills and work closely with vendor/contractor partners. Responsibilities include planning and implementing after-hours changes/upgrades to Voice and Contact Center related applications and infrastructure, completing detailed implementation plans/design documents, and troubleshooting/resolving complex incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests. JOB RESPONSIBILITIES Incident Response / Resolution: • Day-to-day response to/resolution of generated alarms, tracking of real-time system health utilizing Ameriprise monitoring tools. • Perform quick resolution of Contact Center Incidents, Including Alarm/Event correlation and triage • Perform Incident Troubleshooting and resolution for all Cisco Unified Contact Center related applications/infrastructure following standard management processes. • Expert level troubleshooting and analysis for all In-Scope Technology. • Expert Analysis of device, server, network performance logs to triage Incidents/Outages as they occur. Proactive Monitoring & Preventative Maintenance: • Proactively monitor the stability and performance of various Contact Center technologies and take appropriate corrective action prior to an incident or problem occurring. • Ensure patching and regular maintenance is performed as required. • Actively collaborate with fellow members of the team and contractors/vendors on bridge calls to prevent or resolve incidents/problems in an expeditious manner. Change Management: • Must be able to Implement technology changes, including after hours, to configure, upgrade and maintain supported technologies • Document detailed change implementation plans / procedures and be able to represent said plans during change management reviews • Work with ITIL and Change Management processes and comply with all security policies Configuration Management: • Review and update detailed technical and Architectural Standards. • Collaborate with other ITIOD teams for the implementation of new technologies and capabilities • Provide expert product-specific skills in supported technologies. • Work directly with vendor/product manufacturer to resolve any issues, identify any enhancements and implement. • Audit contact center infrastructure to verify conformance to standards and best practices. • Design, configure, script, and deploy call routing and IVR call flows This position is temporarily remote due to Covid-19. Qualifications EDUCATION & EXPERIENCE Bachelor's degree in Computer Science, Computer Information Systems, Engineering or equivalent work experience. Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading Cisco Unified Communications and UCCX. SECURITY CLEARANCE All candidates for consideration must be eligible to obtain a US public trust clearance. Required skills and Experience • Engineer is expected to possess 7-10 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies • Ability to support working outside of normal business hours to provide after hour or "on-call" support when necessary to solve high profile incidents/problems. • Highly innovative problem solver with strong analytical and customer service abilities required. • Ability to communicate and articulate technical information across various organizational levels. • High reasoning aptitude and ability to quickly understand complex operating environments. • Experience working with Calabrio products preferred, or other Call recording & Work Force Management software • LAN and WAN QoS Knowledge; Configuring SIP Trunks and PRI circuits • Experience with configuring and maintaining Cisco CUBE devices, and troubleshooting via RTMT • Demonstrated ability to understand and architect the UCCE environment with scripting Cisco software [ICM, CVP, VXMLMy SAIC Benefits.