Unified Communications Engineer III
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About The Position
The Unified Communications Engineer III leads support of all administrative, planning, monitoring and integration aspects of Call Center, Converge IVR/CVP, In House WebEx, Right fax, Cisco Universal Call Manager and UCCE / PCCE with an emphasis on CVP Scripting. Assist in implementing ICM, CTI/CTIOS and Call Center Reporting. Help secure operation, as well as participate in disaster recovery preparation to ensure communications are in place. Contribute with disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of an outage. Perform research, evaluation, installation, and upgrades of Telecom hardware and applications. Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues. Be proactive with training and ensure that documentation is created so that junior staffs can grow and handle such issues with ease in the future. Troubleshoot, rebuild, recover and tune telecom equipment. Adhere to standard operating procedures (SOP's) to guarantee a stable environment. Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care's growth and success. Lead large telecomm projects and ensure staff are effectively performing their tasks to meet deadlines and provide fully functional outcomes. Help with monthly telecommunication system risk analysis and assessment reports. Provide the above mentioned support in a 7x24 operation. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff.
