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Description

The position will report to the Associate Director of Unified Communication Engineering, the Cisco Contact Center Engineer will support engineering initiatives for the contact center express (UCCX) services. This position will assist the Contact Center service roadmap, provide Unified Communication technology support, and engages in system analysis. The engineer will also be responsible for evaluating new contact center and multi-channel technologies and developing departmental standards & practices. What they will be responsible for are to provide voice infrastructure support & implementation for the Center’s Cisco Contact Center Express environment.

This engineer will optimize Contact Center routing environment, including call ICM, CUSP, and CVP. They will also provide engineering support to UC applications including call manager, unity connection, IM&P, Webex, and TelePresence. They will also update technical documents and procedures as well as mentor other engineers and provide escalation support to the support team.

This person should have 4+ years experience in Cisco voice/data communications. Expert level proficiency in Cisco call center technologies such as Cisco ICM, Cisco CVP platforms and Contact Center scripting. Strong Experience in scripting and IVR development as well as experience with complex call center environments. Strong experience in call flow design and development in Cisco UC environments.

The candidate will manage and support our Cisco Packaged Contact Center Enterprise (PCCE) and Contact Center Express (UCCX) environments. This includes everything from day-to-day operations and technical support to project analysis and implementation. Manage day-to-day operations of PCCE/UCCX, including user and script modifications. Offer technical support for PCCE/UCCX, addressing issues, requests, and questions. Handle deployment, integration, and testing during contact center migrations. Troubleshoot PCCE/UCCX issues effectively. Debug and troubleshoot quality monitoring systems, potentially involving Calabrio Cloud QM & WallboardFX. Assist in project analysis, implementation, and ongoing support for PCCE and UCCX.

Contribute to internal technical projects as needed. Facilitate knowledge transfer within the team and to other departments. Perform other job-related duties as assigned.

• Experience with Cisco PCCE/UCCX

• Strong analytical skills

• Exceptional communication abilities

Additional Skills & Qualifications

This person should have strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions. Will work closely with business partners on telephony related projects and initiatives.

Provide knowledge transfer to peer engineering teammates. Must have excellent written and verbal communication skills. Excellent computer skills in Word, Excel, Presentation, Project and Visio. Excellent people skills with the ability to handle difficult personnel situations. Ability to establish and define automated system installation/configuration procedures. Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure. Excellent analytical skills and the ability to apply them towards the investigation of existing installations. Ability to establish performance models and validation techniques. Must be able to communicate effectively with technical and non-technical audiences. Should have an understanding of current industry trends and their advantages with the ability to right fit into an existing environment. Experience in a large enterprise contact center environment. Must be a self-starter with the ability to work independently and in a collaborative team environment.

Should have a Bachelor’s degree at least.

Pay and Benefits

The pay range for this position is $45.00 - $65.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available 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 New York,NY.

Application Deadline

This position is anticipated to close on Oct 15, 2025.

h4>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.