Senior UC Operations Engineer

Chubb European Group Ltd.; Mexico; On-site; MXN 900,000 - 1,400,000; Full time

Job summary

Chubb European Group Ltd. seeks a seasoned UC/Contact Center engineer to lead the implementation and support of on-premises UC solutions while driving the transition to UCaaS and CCaaS cloud platforms.

You will work with infrastructure architecture and project teams to design, test, and deploy new solutions and develop migration strategies to retire legacy technology, enabling a secure, scalable global rollout and ongoing operations.

Qualifications

• 5+ years of experience in UC/Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services).
• Professional understanding of UC/CC design patterns for Cisco, Nice inContact, Genesys and Microsoft.
• Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions.
• Proven troubleshooting skills in a complex environment with 3rd party integrated solutions.
• Experience with SIP trunking and TDM solutions and regional routing/regulatory requirements.
• Knowledge of network infrastructure (QoS, routing, DHCP, DNS) and packet capture/troubleshooting.
• Understanding of security infrastructure for collaboration services (firewall, VPN, certificates, encryption).
• Experience with Agile, SDLC, DevOps or similar project methodologies.
• Excellent communication and documentation, interfacing with business users and executives.
• Self-starter with ability for independent work in a distributed global team.

Responsibilities

• Implement and support on-prem solutions while driving move to UCaaS and CCaaS cloud solutions.
• Collaborate with infrastructure architecture and project teams to build, test, and deploy new solutions.
• Create migration strategies to retire legacy technology and enable smooth transitions.
• Interface with business users and executives, producing diagrams, call-flows and implementation presentations for technical and non-technical audiences.

Skills

UC/CC design patterns

SBC/Dial-plan/IVR tools

Networking fundamentals

Security for collaboration

Project management

Documentation skills

SIP trunking

3rd party integrations

Cloud/UCaaS/CCaaS familiarity

Team collaboration

Job description

Successful candidates will be responsible for the implementation and support of on-prem solutions as well as playing a primary role in our move to UCaaS and CCaaS cloud solutions. The candidate will work with our infrastructure architecture and project teams to build, test, and deploy new solutions along with creating migration strategies to retire legacy technology.

Qualifications

• 5+ years relevant experience working in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services)
• Demonstrate a professional level understanding of UC and/or Contact Center design patterns for solutions with Cisco, Nice inContact, Genesys and Microsoft
• Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions
• Proven technical troubleshooting skills in a complex environment with 3rd party integrated solutions
• Experience with global telecommunications providers SIP trunking and TDM solutions and their regional routing and regulation requirements
• Knowledge and experience with network infrastructure (QoS, routing, DHCP, DNS and ability to packet capture/troubleshoot)
• Understanding of security infrastructure with respect to implementing collaboration services (firewall, VPN, certificates, encryption, etc…)
• Experience with project management methodologies (Agile, SDLC, DevOps etc…)
• Excellent communication and documentation skills with ability to interface with business users and executives as well as other architecture/engineering teams to create diagrams, call-flows and implementation presentations for technical and non-technical audiences
• Must be self-starter with ability for deep independent work as well as collaboration with others in a distributed global team