Contact Center Lifecycle Engineer

Job Locations US-GA-Suwanee
Job ID
Information Technology
Regular Full-Time


Our client in Suwanee, GA is seeking experienced Contact Center Lifecycle Engineer to join our Collaboration team to analyze, plan, build and modify technology systems supporting our advanced contact center and collaboration capabilities. The work will require detailed engineering to meet business requirements, then help the entire technologies team implement/maintain and realize the value of these investments through industry best practices for deployment and operations.  

The ideal candidate for this role will have the following attributes: The Engineer needs to participate in the full life cycle of client implementation, including – Requirement gathering, Design, Build, Configuration, Testing and Support. The candidate will need to be able to interpret and analyze business requirements to identify risks and design appropriate solutions. The candidate must have experience and working knowledge of Voice over IP and Cisco UCCE.   Must have switching and routing background and experience in Cisco Unified Communications Manager (CUCM) designs and configure, support, and troubleshoot CUCM. The work will include Contact Center Engineering as well as integrations and management of peripheral systems, including but not limited to Call Recording, Workforce Management, CTI and Chat Utilities.


Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.


Key Skills and Experience Requirements

  • Minimum 3-5 years IT network engineering support experience (Tier II, Tier III, network infrastructure implementation and maintenance)
  • 3+ years designing, architecting, implementing, upgrading, and configuring complex Cisco solutions with Cisco Unified Contact Center Enterprise (UCCE), large-scale Cisco Unified Call Manager (CUCM) clusters, Cisco Unity Connection (CUC) Voicemail and voice gateways.
  • CCNP Collaboration, CCNP R&S or higher is desirable
  • UCCE Specialist is also desirable
  • Knowledge of Multi-Site configuration and hybrid design of Enterprise IP and TDM environments
  • Full-stack knowledge of WAN/LAN technologies and VOIP call routing technologies and protocols, including IPv4/IPv6, switches and switching protocols , routers and routing protocols, SBCs, SIP proxies, voice application servers, firewalls, DNS, DHCP, QoS, load balancers, and H/A design
  • Knowledge of the following: Call Control, Multimedia Contact Centers, Call Scripts and IVR Scripts
  • Has good written and verbal communication skills
  • Possess good documentation, presentation and problem-solving skills
  • Self-Motivated, Detail Oriented, Client Oriented


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