Senior CISCO Unified Communications Engineer (UCCE)

Company Profile:

Our Victoria, BC based largest client is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the Globe, Our client is a world-leader in providing innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

In Canada, Our client is responsible for the administration of two of the Province of British Columbia's most important healthcare programs: Medical Services Plan and Fair PharmaCare. They also administer the Ontario Drug Benefit Program on behalf of the Ontario Ministry of Health and Long-term Care. In Charlottetown, PEI, our client develop and support flagship medical and drugs claims-management software -- Medigent. In British Columbia., through Themis division, they also operate the Family Maintenance Enforcement Program that is responsible for tracking and collecting child and spousal support.

Our client is constantly looking at new technology, processes and methods of delivering services to the citizens of Canada. Because of this, and given their expertise in program information management, claims processing, contact centre services, document processing and information technology, they are positioned for significant growth.

You can join here in beautiful Victoria, British Columbia to experience the best in West Coast lifestyle. You will work in an environment that will challenge you and reward your achievements. Your down time can be spent exploring the natural beauty of the West Coast -- from culinary experiences to cultural events, and to outdoor challenges. We have it all Located in beautiful Victoria, BC, in the heart of downtown, client location offers easy access to every amenity.

Our client offers competitive market-based salaries, incentive pay opportunity, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Employees also get some great perks too, such as a heavily subsidized fitness-membership program, an annual gala year-end celebration event along with a supportive results-oriented work environment.

Our clients welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Primary Accountabilities:

As a member of the Telecom Support team, you will have responsibility for configuring and supporting the Cisco Contact Center Enterprise infrastructure driving the company's IP Contact center growth.

This position will be in Victoria, British Columbia for a CISCO Contact Center Enterprise and Unified Communications Engineer. This position will support the uur call center operations for the Victoria support team.

The successful candidate will be well versed in Cisco Contact Center Enterprise and Unified Communications technologies, and who also has a working knowledge of CISCO Voice and Network components coupled with system administration. He/she will be a methodical problem solver and will analyze and resolve business challenges within budget, and is comfortable with peer and supervisory feedback. You must possess a desire to learn and adopt new processes for continual improvement and to keep abreast of new technologies.

We supports a complex network system with multiple data centers spread across Canada and works with government network support teams as well as our hosting and network providers to support the networking requirements.

Some evening and shift work and standby support will be required.

Specific Duties

• Provide configuration, support and troubleshoot of Contact Center Enterprise (UCCE) components: ICM, CVP, VXML, CUSP, CTI, CUIC, Finesse.
• ICM and Call Studio scripting.
• Provide configuration, support and troubleshoot of all Unified Communications infrastructure: CUCM, CUC, IM&P, Cisco Jabber, CUBE/ Voice gateways, voice circuits (SIP trunks and/or TDM)
• Assess, design, and document technical requirements supporting business/RFP needs for Contact Center Enterprise and Unified Communications
• Perform other duties as assigned by leadership

Education Experience:

• Bachelor's degree in Computer Science or equivalent level of experience in Information Technology, Networking (VOIP and Call Center)
• Cisco Collaboration certifications preferred.

Skills, Knowledge & Abilities:

Must Have Experience

• 4 to 6 years on CISCO Contact Center Enterprise Administration and Tro