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UCCE Change Engineer

Job Title: UCCE Change Engineer
Location: Hertfordshire
Contract Type: Contract
Sector: IT
Salary: £225 per day

Job title: Contact Centre Change Engineer

Reporting in to: Change Team Manager


The client have built a brand new engineering team focussed on undertaking in life changes on our premier “Workplaces” cloud based contact centre platform. The initial requirement is to deliver these services for 6 months for a very large, very high profile Customer; however we envisage the scope broadening out and becoming a long term strategic service for a wider Customer base.

This is a fantastic opportunity to be part of an exciting new service from the outset, and work for one of Cisco’s European Cloud Partner of the Years on a leading edge technology platform. We are looking for people with moderate skill levels across a range of technologies, and a desire to develop competence and capabilities.

Role & Responsibilities
The team will undertake a range of configuration tasks against tight SLAs, ranging from user administration through to more complex script changes. The platform is mission critical and high availability, all changes must be planned and executed in line with stringent processes; an attention to detail is essential!

We are looking for people with a variety of skills and experience across a number of technology platforms, including Cisco Unified Communications, Cisco Contact Centre Enterprise, Verint Voice Recording and Quality Monitoring, and Exony Reporting – you may have knowledge of one or more of these.

Your role will include but will not be exclusive to:
• Liaising directly with Customer representatives, to understand and record a clear set of requirements
• Design and document the required change in detail, including test and regression plans
• Where appropriate, take the proposed change through approval processes
• Implement the proposed change, and ensure Customer acceptance and satisfaction
• Update system documentation

Teamwork is essential, the platform is complex, and it is likely that some changes will involve input from several individuals with different skillsets – you may also be required to take on a co-ordination role from time to time.

Flexibility is also important – one day you may be undertaking a series of simple user administration tasks, the next you may be working on bulk upload of thousands of users, or amendments to multiple scripts and reports of varying complexities.

Skills and experience

You do not need to be a design and build or troubleshooting expert, but you do need to have experience in System and User Administration in one or more of the following:

• Cisco Unified Communications (Call Manager, Voicemail etc)
• Cisco Unified Contact Centre Enterprise / Cisco Voice Portal
• Verint Call Recording and Quality Monitoring
• Exony reporting tools

You also need to be comfortable working in a diligent, well governed change management environment.

Experience of working in or supporting a Contact Centre environment, this will help you demonstrate to our Customers a sound understanding of their operation, and help you properly understand the changes they are asking you to undertake.

No specific certifications are needed, but you must be able to demonstrate your experience and competency in administering one or more of the listed platforms.

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