Contact Center Technologies Engineer

QUALIFICATIONS:
Bachelor's degree in CS, EE, related technology field, or equivalent experience.
 
This position is expected to have in-depth knowledge and experience with:

• Cisco Unified Communications Manager (CUCM) Version 11.X and higher
• Cisco Jabber/WebEx 
• Cisco Video, Mobile, Cloud and Hybrid Collaboration Solutions

 
ADDITIONAL FAMILIARIZATION AND EXPERIENCE INCLUDING BUT NOT LIMITED TO:

• 7 or more years of experience with Service Provider and/or Enterprise Voice network architecture, engineering, and implementation
• Expertise in telephony engineering principles and skills working on Unix/Linux/Windows Operating systems
• Expertise in Cisco UCCE solution – troubleshooting call routing issues, ICM and CVP scripting, CUIC custom reporting
• Determine strategic direction, along with CCT Architect/CCT Contact Center Manager, for future contact center applications
• Consider financial and support implications for future contact center features and applications
• Central QA team for system and scripting standards
• Avaya Experience Portal and associated applications such as Call Back Assist and Proactive Outreach Manager
• Provide advance contact center technical consulting for contact center groups
• Main technical point of contact for Stanford Contact Centers
• Contact Center menu programing 
• Maintain documentation and Standards
• Work with Service Integration teams on new call center consulting and design
• Very strong customer service and consulting skills
• Ability to prioritize tasks and get the work done on schedule
• Extensive hands-on experience with monitoring, troubleshooting, and resolving Cisco Unified Communications issues.
• Strong written and oral communication skills: proven presentation experience and comfort with senior management audiences and effective facilitation skills with diverse groups.

 
DESIRED CERTIFICATIONS:

• CCNA, CCVP, CCNP, CCIE Voice, and ITIL

Why Stanford is for You:
Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak. 
• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
• A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
• Discovery and fun. Stroll through historic sculptures, trails, and museums. 
• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job. 

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.