Contact Center Technologies Engineer

Stanford University
Stanford, CA
30+ days ago
Stanford University
Stanford University
stanford.edu

Job Description

DESCRIPTION:

The Communications Technologies Contact Center Engineer reports to the Communications Technologies Manager within the Stanford University IT Services – IT Infrastructure organization. This position is a member of a team, which has the responsibility to provide technology innovation, architecture, engineering, client consulting-provisioning, and operations support with a focus on Voice Applications and Services that fulfill the Unified Communications, Multi-Media Contact Centers, and Messaging technology demands of the Stanford community.

The Communications Technologies Contact Center Engineering function represents the contact center and engineering responsibility for IT Services hosted Unified Communications, Omni-Channel Contact Centers, and Messaging services for Stanford Hospital and Clinics, Stanford Children’s Hospital, and the Stanford University Academic and Administrative community.


RESPONSIBILITIES:

  • This Communications Technologies Contact Center Engineer position primarily focuses on the innovation, architecture, engineering, and tier escalation operations support for Unified Communications (UC) to include Call Control, Voice, Chat, Presence, Video, and associated applications integrations.
  • Act as the principal engineer in the evaluation, upgrades, testing, and deployment of new UC applications and services as it pertains to demands of the Stanford community. Represent an innovative role when working with vendors and clients ensuring that new UC applications and services fit or exceed the demands of the Stanford community.
  • Maintain documentation for all new UC technologies, integrated applications, and ensure that information is current. Be responsible for providing up-to-date documentation for ongoing administration and support for UC technology and integrated applications.
  • Conduct new UC applications and services training sessions unique to Stanford’s environment to engineering, consulting, and operations peers. This will maintain a powerful knowledge pool of resources to implement and support UC systems and integrated applications across the Stanford community.
  • The position will participate in frequent Communication Technologies team cross-training sessions to ensure synergy of overall team’s knowledge and ability to assist team members across architecture, engineering, client consulting-provisioning, and operations when project load or unexpected work scenarios need the additional resources. This will also ensure, maintain, and balance a strong representation of knowledge and skill sets across teams and avoid silos of expertise.
  • The Communications Technologies Contact Center Engineer is expected to embrace converged voice and data technology solutions, be a collaborative team member, and be flexible and willing to participate in technology innovation initiatives that fall outside the scope of their immediate responsibilities. In addition, this position will represent a moderator role between IT Infrastructure workgroups ensuring synergy and collaboration where cross workgroup skills and expertise is essential for new projects and support escalations.
  • Provide presentations to clients, upper management, and peers as it pertains to UC technology roadmap, architecture, engineering, and provisioning.
  • The Communications Technologies Contact Center Engineer is expected to participate in 24/7 OnCall rotation in support of the operational integrity of IT hosted Unified Communications services.

QUALIFICATIONS:
This position must have a 4-year degree in CS, EE, related technology field, or equivalent experience.

This position is expected to have in-depth knowledge and experience with:

  • Cisco Unified Communications Manager (CUCM) Version 11.X and higher
  • Cisco Jabber/WebEx
  • Cisco Video, Mobile, Cloud and Hybrid Collaboration Solutions


ADDITIONAL FAMILIARIZATION AND EXPERIENCE INCLUDING BUT NOT LIMITED TO:

  • 7 or more years of experience with Service Provider and/or Enterprise Voice network architecture, engineering, and implementation
  • Expertise in telephony engineering principles and skills working on Unix/Linux/Windows Operating systems
  • Expertise in Cisco UCCE solution – troubleshooting call routing issues, ICM and CVP scripting, CUIC custom reporting
  • Determine strategic direction, along with CCT Architect/CCT Contact Center Manager, for future contact center applications
  • Consider financial and support implications for future contact center features and applications
  • Central QA team for system and scripting standards
  • Avaya Experience Portal and associated applications such as Call Back Assist and Proactive Outreach Manager
  • Provide advance contact center technical consulting for contact center groups
  • Main technical point of contact for Stanford Contact Centers
  • Contact Center menu programing
  • Maintain documentation and Standards
  • Work with Service Integration teams on new call center consulting and design
  • Very strong customer service and consulting skills
  • Ability to prioritize tasks and get the work done on schedule
  • Extensive hands-on experience with monitoring, troubleshooting, and resolving Cisco Unified Communications issues.
  • Strong written and oral communication skills: proven presentation experience and comfort with senior management audiences and effective facilitation skills with diverse groups.


DESIRED CERTIFICATIONS:

  • CCNA, CCVP, CCNP, CCIE Voice, and ITIL

Why Stanford is for You:
Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

  • Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
  • A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
  • A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
  • Discovery and fun. Stroll through historic sculptures, trails, and museums.
  • Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!

How to Apply:
We invite you to apply for this role by clicking on the “Apply for Job” button.


The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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