Unified Communications Engineer
We are seeking an experienced Contact Center Engineer to support the day-to-day operations of a large enterprise contact center environment. This role will serve as the primary liaison between business stakeholders, technical teams, and third-party vendors to ensure the stability, performance, and continuous improvement of contact center services. The ideal candidate will have strong experience with Cisco voice technologies, contact center platforms, telephony systems, and vendor management. This position will also play a key role in an upcoming contact center vendor migration initiative.
Responsibilities
- Manage daily operations of the enterprise contact center environment.
- Coordinate with third-party vendors and internal technical teams to implement changes, troubleshoot issues, and resolve incidents.
- Analyze and identify root causes of telephony and contact center-related problems.
- Support the transition from the current contact center vendor to a new platform provider.
- Collaborate with business stakeholders, leadership, and operational teams to ensure contact center requirements are met.
- Perform user administration and Moves, Adds, and Changes (MACs) within Cisco Call Manager.
- Support and maintain call routing, call flows, IVRs, Cisco Finesse, and Cisco Jabber environments.
- Monitor system performance and recommend improvements to enhance customer and agent experiences.
- Participate in after-hours maintenance windows, cutovers, and weekend migration activities as needed.
Requirements
- Experience supporting enterprise Contact Center environments.
- Strong knowledge of Unified Communications and VoIP technologies.
- Hands-on experience with Cisco Call Manager.
- Experience with Cisco Voice solutions.
- Working knowledge of UCCE (Unified Contact Center Enterprise).
- Strong understanding of telephony and networking concepts.
- Experience managing vendor relationships and coordinating with external service providers.
- Ability to troubleshoot call routing, IVR, and contact center issues.
- Experience with Cisco Finesse and Cisco Jabber.
- Excellent customer service and stakeholder management skills.
- Strong verbal and written communication abilities.
Preferred Qualifications
- Experience supporting large-scale healthcare or enterprise contact center environments.
- Prior involvement in contact center migrations or technology transformation projects.
- Understanding of contact center operations, workforce challenges, and customer experience initiatives.
Skills
- Unified Communications
- VoIP
- Contact Center Technologies
- Cisco Call Manager
- Cisco Voice
- UCCE
- Vendor Management
- Telephony Support
- Customer Service
Additional Information
- Strong communication skills are required.
- Candidate must be comfortable attending meetings throughout the day and engaging with both technical and business stakeholders.
- Occasional evening and weekend work may be required to support cutovers, upgrades, and migration activities.
This is a Contract position based out of Edison, NJ.
Pay
The pay range for this position is $70.00 - $75.00/hr. 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.
Benefits
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Schedule
This is a hybrid position in Edison, NJ.