Cisco Network Architect- Remote- Nationwide
At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience. We are an award-winning premier technology services provider offering contact center, web and speech-enabled self service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications. We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.
We are currently undergoing a nationwide search for an experienced Cisco Network and Unified Communications Architect, located anywhere in the US, to provide design, architecture, implementation and delivery support of our Cisco UCCE Contact Center services and solutions. This an excellent career opportunity for individuals with prior voice and data architecture and engineering experience who want to develop and grow their career in Cisco Contact Center solutions in a consulting, client facing environment .
Role/Responsibilities:
1. Key player in the design and implementation of full-life cycle Cisco networks, Unified Communications and contact center project integrations including call center workflow
2. Perform analysis and diagnosis of complex voice and data network issues
3. Work and collaborate with project teams consisting of eLoyalty Professional Services staff, client resources, contract resources and 3rdparty vendors.
4. Provide technical thought leadership while interacting closely with the client.
5. Provide consistent and frequent project status updates and project issues to assigned eLoyalty Project Manager
6. Excellent documentation, presentation, and problem solving skills
7. Provide mentoring and support to junior staff members
Skills/Experience:
a. 5+ Years designing, architecting, and administering Cisco LAN/WAN/Data Center infrastructure including network routers, switches, QOS, and Bandwidth modeling.
b. 3+ years network architect experience in a VoIP environment
c. 3+ years designing, architecting and implementing complex Cisco Unified Communications solutions with Cisco Unified Communications Manager (UCM) (CallManager), Cisco Unity Connection, Instant Messaging and Presence (Jabber), WebEx, and Cisco Emergency Responder.
d. Design and Architecture knowledge of Unified Computing Systems (UCS) B and C Series (UC on UCS)
e. SIP and H.323 voice protocol configuration experience is a must
f. SIP - Session Border Controllers (CUBE, ACME Packet) and Cisco Unified SIP Proxy (CUSP)
g. Strong experience configuring and troubleshooting Voice Gateways/Gatekeepers
h. Demonstrated ability to lead, mentor and manage technical project teams
i. Excellent documentation, presentation, and problem solving skills
j. Excellent communication skills and client-facing skills
k. Prior project lead experience or team leadership skills required
l. Excellent communication skills and client-facing skills
m. Ability to travel between 15% to 50% and work on client?s site throughout the country. Ability to telecommute/work remotely from home during various phases of the project lifecycle.
2. Desired Experience
a. Multi-site contact center systems integration experience with Cisco Unified Contact Center Enterprise (UCCE)
b. Experience with Unified Customer Voice Portal (CVP) and VXML Gateways
c. Experience with Unified Contact Center Express (UCCX)
d. Immersive Telepresence, VCS and Collaboration Endpoints.
e. Call Center or Contact Center knowledge or consulting experience
f. Knowledge of Cisco Hosted Collaboration Solutions for both UC and Contact Center
g. Cisco Certifications: CCIE Routing and Switching, CCNP for Routing and Switching, CCIE Voice, and/or CCNP Voice (CCVP) is a plus
We offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits. We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in client delivery, support and satisfaction.
