Unified Communications Engineer

TEKsystems•Edison, NJ

1d•$70 - $75•Hybrid

About The Position

We are seeking an experienced Contact Center Engineer to support the day-to-day operations of a large enterprise contact center environment. This role will serve as the primary liaison between business stakeholders, technical teams, and third-party vendors to ensure the stability, performance, and continuous improvement of contact center services. The ideal candidate will have strong experience with Cisco voice technologies, contact center platforms, telephony systems, and vendor management. This position will also play a key role in an upcoming contact center vendor migration initiative.

Requirements

Experience supporting enterprise Contact Center environments.
Strong knowledge of Unified Communications and VoIP technologies.
Hands-on experience with Cisco Call Manager.
Experience with Cisco Voice solutions.
Working knowledge of UCCE (Unified Contact Center Enterprise).
Strong understanding of telephony and networking concepts.
Experience managing vendor relationships and coordinating with external service providers.
Ability to troubleshoot call routing, IVR, and contact center issues.
Experience with Cisco Finesse and Cisco Jabber.
Excellent customer service and stakeholder management skills.
Strong verbal and written communication abilities.

Nice To Haves

Experience supporting large-scale healthcare or enterprise contact center environments.
Prior involvement in contact center migrations or technology transformation projects.
Understanding of contact center operations, workforce challenges, and customer experience initiatives.

Responsibilities

Manage daily operations of the enterprise contact center environment.
Coordinate with third-party vendors and internal technical teams to implement changes, troubleshoot issues, and resolve incidents.
Analyze and identify root causes of telephony and contact center-related problems.
Support the transition from the current contact center vendor to a new platform provider.
Collaborate with business stakeholders, leadership, and operational teams to ensure contact center requirements are met.
Perform user administration and Moves, Adds, and Changes (MACs) within Cisco Call Manager.
Support and maintain call routing, call flows, IVRs, Cisco Finesse, and Cisco Jabber environments.
Monitor system performance and recommend improvements to enhance customer and agent experiences.
Participate in after-hours maintenance windows, cutovers, and weekend migration activities as needed.