Sr Network Architect (Contact Center Engineer) Job

Children's Health - Analyst Careers

Job Number: 51495

Location: Dallas, TX

Date Posted: 3-23-2017


Position Summary

The Contact Center Engineer will lead engineering initiatives for the firm’s enterprise contact center (UCCE) and Omni-Channel services. This position will drive the Contact Center service roadmap, lead the end-end delivery of solutions, and engages in complex system analysis. The engineer will also be responsible for evaluating new contact center and multi-channel technologies and developing departmental standards & practices.

Job Specific Duties and Responsibilities

  • Provide voice infrastructure design, strategy & implementation plans for the Children's Cisco Contact Center Enterprise environment.
  • Engineer and optimize Contact Center routing environment, including call ICM, CUSP, and CVP.
  • Influences strategy to enable Children's to constantly maintain and drive towards a next-generation voice network infrastructure.
  • Work closely with Engineering, Architecture, Application Development and Governance groups to meet project goals and to ensure operational efficiency and reliability for voice services and the contact center.
  • Collaborates with peer technology engineering leaders in evaluating and developing next-gen technologies that can be leveraged across disciplines. Collaboration focused on IVR and CTI development teams.
  • Develop proposals and present to management.
  • Create and update policies and procedures
  • Mentor other engineers and provide escalation support to the production support team.
  • Work closely with business partners on telephony related projects and initiatives


Specific knowledge, skills and abilities:

  • Expert level proficiency of Cisco call center technologies such as Cisco ICM, Cisco CVP platforms and Contact Center scripting.
  • Strong experience in VXML scripting and IVR development.
  • Strong experience with Cisco Call Studio
  • Experience with large scale call center environments
  • Strong experience in call flow design and development in Cisco UCCE environments
  • Background in VoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and Webex.
  • Strong knowledge and experience in dial plan designs and implementation.
  • Strong experience in Cisco Gateway and Gatekeeper configurations and administration.
  • Experience with SIP and H.323 protocols.
  • Knowledge and experience of Cisco IOS Cisco gateways to include Cisco 29XX, 38XX, AS53XX and AS54XX.
  • Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions
  • Work closely with business partners on telephony related projects and initiatives.
  • Provide knowledge transfer to peer engineering teammates.
  • Be able to work in a geographically dispersed team environment
  • Excellent written and verbal communication skills.
  • Excellent computer skills necessary in Word, Excel, Presentation, Project and Visio.
  • Excellent people skills with ability to handle difficult personnel situations.
  • Ability to establish and define automated system installation/configuration procedures.
  • Ability to create System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure.
  • Excellent analytical skills and the ability to apply them towards the investigation of existing installations.
  • Ability to establish performance models and validation techniques.
  • Must be able to communicate effectively with technical and non-technical audiences.
  • Should have an understanding of current industry trends and their advantages with ability to right fit into an existing environment.
  • Experience in a large enterprise contact center environment.
  • Experience with Telestrat, Calabrio, or similar call recording system.


6+ years experience in Cisco voice/data communications.


Four year Bachelor's degree or equivalent experience preferred.

Certification and/or License

CCVP, CCIE certifications preferred

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