Project Engineer

Project Engineer (Contact Center)Location: Millington, TennesseeDuration: 1 YearThe job duties of the Project Engineer are as follows:Provide engineering / architectural consulting expertise to deliver service and support to customers using and operating automated call distribution phone software, in person, via remote connection or over the InternetMaintain artifacts for system baseline, configuration management and architectural / operational views to assist customer with decisions regarding roadmaps and long-term Call Center strategyManage and interface with solution and industry partners to ensure quality service is provided for customer in accordance with any assigned Service Level Agreements (SLA’s)Interact with customer leadership to provide and process information in response to inquiries, concerns, and requests about products and servicesProvide consultative technical and sales support for the evolution of customer Call Center capabilitiesMaintain summary resolution tracker for client trouble tickets that may require system / architectural change management process implementationParticipate in the diagnosis and resolution of technical hardware and software issues involving connectivity and associated interfaced systems during standard and non-standard business hours such as evenings and/or weekends as necessaryIdentify and escalate priority issues per Client specificationsRedirect problems to the appropriate resource when applicableOffer alternative solutions where appropriate with the objective of retaining end-users’ and clients’ businessOrganize ideas and communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs to customer leadership and partners where necessaryStay current with system information, changes, and updatesCONUS travel as necessaryTechnicalOrganize projects and activities in accordance with the mission and goals of the Contact Center ProgramDevelop new projects to support the strategic direction of the customer / industry teamDevelop / manage a project budgets and operating plans as necessaryDevelop an evaluation method to assess program strengths and identify areas for improvementManage and interface with industry partners to ensure quality service is provided for customer in accordance with any assigned SLA’sImplement and manage changes and interventions to ensure project goals are achievedProduce accurate and timely reporting of program status throughout its life cycle.Maintain artifacts for system baseline, configuration management and architectural / operational views to assist customer with decisions regarding roadmaps and long-term Call Center strategyInteract with customer leadership to provide and process information in response to inquiries, concerns, and requests about products and servicesMaintain summary resolution tracker for client trouble tickets that may require system / architectural change management process implementationParticipate in the diagnosis and resolution of technical hardware and software issues involving circuit connectivity and associated interfaced systemsStay current with system information, changes, and updatesExtensive knowledge of Cisco Call Center / UC Ecosystem to include Best Practices, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Intelligent Contact Manager (ICM), Cisco Unified Contact Center Express (UCCX), Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Intelligence Center (CUIC) and Cisco Unified Customer Voice Portal (CVP)Knowledge of relevant software computer applications and equipment – specifically technical proficiency in Cisco Contact Center Enterprise Product LinesExpertise with the implementation and administration of Cisco CUCM and UCProficiency in engaging vendor product / technical support processes for escalation and resolution of complex trouble ticketsPrevious experience as Lead Engineer on a large-scale UC implementationKnowledge of end-user service principles and practices to include Call Center Intake ProcessesUnderstanding of complex call center / cloud access architectures and processesAbility to manage technical Integrated Product Teams consisting of various industry partnersAbility and willingness to provide technical instruction regarding fielded systems and any upgrades that are deliveredAvailability to support technical efforts during high intensity incident resolution processesPrevious Management, Network and UC Engineer Consulting experienceFamiliarity with 911 and Enhanced 911 (E911) systems and their integration with Call Center operationsProject management experienceNon-TechnicalCONUS travel as necessaryWillingness to co-operate with others and work to Call Center objectivesMulti-tasking capabilitiesDedication to continuing work until challenge is resolvedAbility to maintain effectiveness when experiencing major changes in personal work tasks or work environmentAbility to adjust effectively to work within new work structures, processes, requirements, or culturesAbility to focus and guide self and assigned team members in accomplishing work objectivesCommitment to making end-users and their needs a primary focus of one’s actions; developing and sustaining productive end-user relationshipsAbility to identify and understand issues, problems, and opportunities; compare data from different sources to prepare recommendations for optimization and improvement within the Call Center architecture; use effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequencesWillingness to establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.