Job Description

Network Architect

The job duties of the Network Architect are as follows:

• Provide engineering / architectural consulting expertise to deliver service and support to customers using and operating automated call distribution phone software, in person, via remote connection or over the Internet
• Manage and interface with solution and industry partners to ensure quality service is provided for customer in accordance with any assigned Service Level Agreements (SLA’s)
• Maintain artifacts for system baseline, configuration management and architectural / operational views to assist customer with decisions regarding roadmaps and long-term Call Center strategy
• Interact with customer leadership to provide and process information in response to inquiries, concerns, and requests about products and services
• Provide consultative technical and sales support for the evolution of customer Call Center capabilities
• Maintain summary resolution tracker for client trouble tickets that may require system / architectural change management process implementation
• Participate in the diagnosis and resolution of technical hardware and software issues involving connectivity and associated interfaced systems during standard and non-standard business hours such as evenings and/or weekends as necessary
• Identify and escalate priority issues per Client specifications
• Redirect problems to the appropriate resource when applicable
• Offer alternative solutions where appropriate with the objective of retaining end-users’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customer leadership and partners where necessary
• Stay current with system information, changes, and updates

Technical

Extensive knowledge of Cisco Call Center / UC Ecosystem to include Best Practices, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Intelligent Contact Manager (ICM), Cisco Unified Contact Center Express (UCCX), Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Intelligence Center (CUIC) and Cisco Unified Customer Voice Portal (CVP)

Knowledge of relevant software computer applications and equipment – specifically technical proficiency in Cisco Contact Center Enterprise Product Lines

Expertise with the implementation and administration of Cisco CUCM and UC

Proficiency in engaging vendor product / technical support processes for escalation and resolution of complex trouble tickets

Previous experience as Lead Engineer on a large-scale UC implementation

Knowledge of end-user service principles and practices to include Call Center Intake Processes

Understanding of complex call center / cloud access architectures and processes

Ability to manage technical Integrated Product Teams consisting of various industry partners

Ability and willingness to provide technical instruction regarding fielded systems and any upgrades that are delivered

Availability to support technical efforts during high intensity incident resolution processes

Previous Management, Network and UC Engineer Consulting experience

Familiarity with 911 and Enhanced 911 (E911) systems and their integration with Call Center operations

Non-Technical

Willingness to co-operate with others and work to Call Center objectives

Multi-tasking capabilities

Dedication to continuing work until challenge is resolved

Ability to maintain effectiveness when experiencing major changes in personal work tasks or work environment

Ability to adjust effectively to work within new work structures, processes, requirements, or cultures

Ability to focus and guide self and assigned team members in accomplishing work objectives

Commitment to making end-users and their needs a primary focus of one’s actions; developing and sustaining productive end-user relationships

Ability to identify and understand issues, problems, and opportunities; compare data from different sources to prepare recommendations for optimization and improvement within the Call Center architecture; use effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequences

Willingness to establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.

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