Contact Center Engineer
Company: Paycom Payroll Llc
Location: Oklahoma City
Posted on: March 18, 2023
Job Description:
Manages and maintains the Contact Center infrastructure of the
corporation. Assists with Contact Center & Call Manager corporate
deployments and related hardware and software; documents the
network and telecommunications infrastructure, and works to
maximize up time and efficiency. - RESPONSIBILITIES
Telecom/Networking:
- Designs network and telecommunications specifications by
conferring with users; analyzing workflow, access, information, and
security requirements; network administration, including interface
configuration and management strategies.
- Designs network and telecommunication system by evaluating
network and telecommunication performance issues including
availability, utilization, throughput, and latency; planning and
executing the selection, installation, configuration, and testing
of equipment; defining network and telecommunications policies and
procedures; establishing data and voice connectivity.
- Participates in Design of Contact Center systems and
routing.
- Maintains Licensing, organization, and settings for Contact
Center Agents.
- Maintains network and telecommunications performance by
monitoring and analysis, and performance tuning; troubleshooting
network and telecommunications problems; escalating problems to
vendor.
- Secures network and telecommunications systems by developing
access, monitoring, control, and evaluation; maintaining
documentation.
- Prepares users by designing and conducting training programs;
providing references and support.
- Design and implement various Telephony projects leveraging
Cisco Call Manager and Cisco Contact Center.
- Upgrades network and systems by conferring with vendors;
developing, testing, evaluating, and installing enhancements.
- Meets financial requirements by submitting information for
budgets; monitoring expenses.
- Updates job knowledge by participating in educational
opportunities; reading professional publications; maintaining
personal networks; participating in professional
organizations.
- Protects organization's value by keeping information
confidential.
- Accomplishes organization goals by accepting ownership for
accomplishing new and different requests; exploring opportunities
to add value to job accomplishments.
- Monitors assigned networks and telecommunication systems to
assess the need for upgrades, enhancements updates, and
preventative measures to avoid outages.
- Develops, submits and administers unit and project budgets,
including internal and external client needs to affect completion
of scheduled projects and goals.
- Developing test and implementation procedures for new systems
and changes. Documentation:
- Documents specific duties, activities, problems solved and
issues resolved
- Assists in the documentation of the network, applications and
resources on the network in conjunction with the public service
staff.
- Performs training. Miscellaneous:
- Attends meetings and serves on committees, as requested
- Coordinates with upper management to setup new offices as
needed.
- Regular attendance as required
- Performs additional duties and assignments as requested
- Some Travel Required Education/Certification:
- Bachelors Degree Experience:
- 4+ years of network/telecom administration - PREFERRED
QUALIFICATIONS Education/Certification:
- CCNA/CCNP Collaboration/Voice or comparable experience
Knowledge of:
- Layer 2/3 Protocols
- LAN/WAN TCP/IP, MPLS, BGP, VPN
- Cisco Call Manager, Cisco Unity, Cisco Contact Center (PCCE),
Contact Center Enterprise (CCE)
- Cisco Unified Call Studio
- Cisco Unified Intelligence Center (CUIC) Cisco Unified SIP
Proxy (CUSP)
- Splunk
- Cisco CUBE, Call Manager Express, Unity Express
- VOIP, SIP, PRI, MGCP, H.323
- Microsoft SQL
- PHP, HTML, CSS
- Network Performance Tuning SNMP, NetFlow, IP SLA
- Network Administration and Implementation
- Cisco IOS
- Call flow analysis
- Emerging technology trends Skills/Abilities:
- Evaluate critical systems, prioritize workflow and determine
solutions
- Excellent written and verbal communication skills
- Interpret and apply laws, regulations and policies
- Provide technical assistance for computer problems
- Read and understand technical manuals
- Work for extended time at keyboard/terminal
- Maintain effective working relationships with supervisor and
coworkers
- Work flexible hours, including weekends and evenings - Paycom
is an equal opportunity employer and prohibits discrimination and
harassment of any kind. Paycom makes employment decisions on the
basis of business needs, job requirements, individual
qualifications and merit. Paycom wants to have the best available
people in every job. Therefore, Paycom does not permit its
employees to harass, discriminate or retaliate against other
employees or applicants because of race, color, religion, sex,
sexual orientation, gender identity, pregnancy, national origin,
military and veteran status, age, physical or mental disability,
genetic characteristic, reproductive health decisions, family or
parental status or any other consideration made unlawful by
applicable laws. Equal employment opportunity will be extended to
all persons in all aspects of the employer-employee relationship.
This policy applies to all terms and conditions of employment,
including, but not limited to, hiring, training, promotion,
discipline, compensation benefits, and separation of employment.
The Human Resources Department has overall responsibility for this
policy and maintains reporting and monitoring procedures. Any
questions or concerns should be referred to the Human Resources
Department. ****To learn more about Paycom's affirmative action
policy, equal employment opportunity, or to request an
accommodation - Click on the link to find more information:
paycom.com/careers/eeoc -#LI-Hybrid
Keywords: Paycom Payroll Llc, Oklahoma City , Contact Center Engineer, Engineering , Oklahoma City, Oklahoma
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