For information related to Essential Functions, Knowledge, Skills & Abilities Required to Perform Work, and Working Conditions & Hazards of this position, click here.  Locate and click on the position title to view the job classification specification.

Bachelors degree in Computer Science, Engineering, Math, Business or IT related field.  CCNA is required.  CCVP, or CCIE, Cisco IP Contact Center Specialist or Cisco Unity Support Specialist are preferred. Must have 3 years experience in CISCO IP-IVR/CVP Application performance design, development, integration, and support functions which must include 3 years of CISCO IPCC/IP-IVR/ICM Scripting.  Each additional year of specified experience will substitute for each year of required education up to three (3) years.

Working knowledge of VoiceXML, Cisco IP Telephony systems including Cisco CCM 3.3, Cisco CVP/ICM Enterprise call routing, Unified CallManager/CallManager Express, Cisco Unity Messaging 4.1.  Ability to demonstrate knowledge of Cisco Unity Architecture deployment. Support and administration experience preferred.  Ability to demonstrate knowledge of CISCO IPCC Solution Architecture and Integration, Cisco IP Dialer development and support. Familiarity with H.323, SIP and/or MGCP protocols, CTI/CTIOS and CISCO Translation Routing.  Familiarity and exposure to SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.  ITIL Framework awareness. Experience with CISCO data model and reporting, DB performance tuning. Monitoring and reporting applications. Excellent written and verbal communication skills (technical documentation and client communication). Ability to demonstrate knowledge of call center operational dynamics as it relates to design, and implementation of ACD, CTI, Network Routing, reporting utilizing Cisco Unified CCE solutions.