SR. Cisco UC Engineer

TEKsystems; Deutschland; Hybrid; EUR 83.000 - 89.000; Vollzeit

Benefits dieser Stelle

Medical, dental & vision

401(k) retirement plan

Life Insurance

Disability coverage

PTO / Vacation

Zusammenfassung

TEKsystems seeks a Contact Center specialist to help manage day-to-day operations on a UCCE platform, currently migrating to a new vendor. You will coordinate with vendor and technical teams, end users, SR directors and VPs for patient access, and support call center changes and incidents.

The role requires strong Telephony and Networking skills, familiarity with Cisco Call Manager, and the ability to perform MAC user edits.

Qualifikationen

• Solid understanding of Telephony and Networking.
• Experience with Cisco Call Manager.
• Ability to perform MAC work (edit/delete users).
• Knowledge of call flows, IVR, Jabber and Finesse.

Aufgaben

• Manage and resolve UC and Contact Center incidents, service requests, tasks, and changes.
• Respond to and resolve technical issues escalated to problem tickets for UC/Contact Center.
• Communicate updates with stakeholders and executives.
• Diagnose user and technical problems using logs, traces and config settings.
• Perform routine maintenance: configs, user access, call routing, agent schedules.
• Monitor system health via dashboards and alerts to prevent disruptions.
• Generate KPI reports on tickets, issues, and system availability.
• Collaborate with customers to understand needs and provide best-practice guidance.
• Assist with integrating Contact Center with CRM, WFM and auth platforms.

Kenntnisse

Telephony

Networking

Cisco Call Manager

MAC administration

Call routing

IVR

Jabber

Finesse

UC/Contact Center incidents

Jobbeschreibung

Description

A Large Healthcare enterprise is looking to bring in a Contact Center resource to help manage the day to operations of the contact center. They are currently on a UCCE platform which is hosted by a 3rd party company. In addition they are in the final stages of selecting a new vendor so by October they will be migrating from their existing vendor to a new vendor and this person will be involved in that migration. On a day-to-day basis this person will manage the contact center.

Most of that will consist of working with vendor or technical teams to make changes, diagnose issues, understand root cause. They will also work closely with end users/stakeholders for the contact center such as SR. directors and VP's for patient access as well as other lines of business.

Must have a good understanding of Telephony and Networking, should be familiar with cisco call manager and have the ability to do MAC work edit/delete users

etc.. Must have a good understanding of call flows, IVR's and jabber as well as Finesse

• Manage and resolve UC and Contact Center incidents, service requests, tasks, and change management tickets to ensure user satisfaction and optimal system performance.
• Respond to and resolve technical issues escalated to problem tickets regarding UC and Contact Center functionality.
• Communicate updated with all Stakeholders and VP level Executives
• Diagnose user and technical problems by analyzing system logs, network traces, and configuration settings to identify root causes and implement solutions.
• Perform routine maintenance tasks like updating system configurations, managing user access, adjusting call routing rules, and modifying agent schedules based on business requirements.
• Monitor system health actively through dashboards and alerts, identifying potential issues and taking corrective actions to prevent service disruptions.
• Generate reports on key performance indicators (KPIs) such as the volume of UC and Call Center tickets, the frequency of recurring issues, the nature of customer requests, and system availability to identify trends and opportunities for improvement.
• Collaborate with customers to understand their needs, provide technical guidance on best practices for utilizing Contact Center features, and address customer concerns.
• Assist with integrating Contact Center with other systems, such as CRM, workforce management, and authentication platforms, ensuring seamless data flow and functionality.

Job Type & Location

This is a Contract position based out of East Brunswick, NJ.

Pay and Benefits

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.

Eligibility requirements apply to some benefits and may depend on your jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable 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)

Workplace Type

This is a hybrid position in East Brunswick,NJ.

Application Deadline

This position is anticipated to close on Aug 30, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.