Senior Contact Center Lifecycle Engineer

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


Our client 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 expertise level experience and working knowledge of Voice over IP and Cisco UCCE.   Must have strong switching and routing background and extensive experience in Cisco Unified Communications Manager (CUCM) designs and be able to 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 a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.


Key Skills and Experience Requirements

  • Minimum 10 years IT network engineering support experience (Tier II, Tier III, network infrastructure implementation and maintenance)
  • 7+ 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 highly desirable
  • UCCE Specialist also highly desirable
  • Expert knowledge of Multi-Site configuration and hybrid design of Enterprise IP and TDM environments
  • Expert 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
  • Strong knowledge of the following: Call Control, Multimedia Contact Centers, Call Scripts and IVR Scripts
  • Experience coaching and providing direction to more junior engineers and administrators
  • Experience developing formal training plans and developing training for Junior Contact Center Engineers
  • Excellent written and verbal communication skills
  • Excellent documentation, presentation and problem-solving skills
  • Self-Motivated, Detail Oriented, Client Oriented


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