Engineer-UCCE (Unified Contact Center Enterprise)

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Engineer-UCCE (Unified Contact Center Enterprise)
Ford Motor Credit Company

Job Description
Position Title: Engineer-UCCE (Unified Contact Center Enterprise)


This is a technical position on the Ford Credit Service Center/IT Operations team responsible for the engineering functions for Cisco Unified Contact Center Enterprise (UCCE), Avaya dialer, and Calltech/OnQ (BTTC) application/infrastructure. UCCE is the telephony platform supporting Ford/Ford Credit call centers globally.

  • Assists in the design, integration, and maintenance of the technical infrastructure and services (all aspects of the technology lifecycle) in the UCCE/Dialer/BTTC space
  • Assess, design and document technical requirements supporting business needs; Develops implementation requirements for technical infrastructure and services
  • Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution
  • Work with Cisco TAC in managing the Contact Center Enterprise environment
  • Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems; Escalation point for production support incidents and problems; may be required to work off hours to support issue resolution or system upgrades
  • Works on problems of diverse scope where analysis requires evaluation of identifiable factors affecting call routing, queues
  • Ensure that requirements for high availability are in place for the Cisco; Plans capacity needs; Manages design changes
  • Reviews or presents technology solutions to working teams, suppliers, and customers
  • Keep up-to-date on relevant competitive solutions, products and services.

Minimum Requirements:
  • Bachelor's degree in IT or a related technical field
  • 3+ years of UCCE experience installing and advanced configuration on Cisco Call Manager platforms and technical knowledge of Cisco UCCE
  • 3+ years of experience troubleshooting call center platform issues including: scripting, reading logs, pulling logs from server platform; and coordinating problem resolution efforts with multiple resources (Vendors, Customers, IT)
  • 2+ years related experience in infrastructure/network environments, experience in network engineering (hardware and software), network security practices, architecture processes

Preferred Requirements:

  • Firm understanding of Call Manager call routing, device pools, codec configurations, dial-peers, and partition management required
  • Demonstrates initiative, ability to work independently and with a strong sense of system ownership, ability to multi-task
  • Ability to communicate clearly, both verbally and in writing with sensitivity to the audience and content; Collaboration skills and attention to detail
  • 5+ years of experience administrating Unix/Linux servers (Red Hat and/or SUSE SLES preferred); Strong understanding of Linux server hardware and network configuration
  • Experience with shell scripting in Bash, KSH, and Perl
  • Basic experience with LDAP Administration; Experience with SQL and Oracle Database administration; Experience with basic Windows server administration
  • Knowledge of VMware, vSphere and administration of Virtual Machines
  • Experience introducing new infrastructure technologies, designing or implementing complex components and services, building, testing, and integrating infrastructure components or services, applying security and controls policies for infrastructure components

The distance between imagination and …. Creation. It can be measured in years of innovation, or in moments of brilliance. And, it can be a road you start traveling right now. When you join Ford Motor Company, your journey begins. You become part of a team that is already leading the way, with ingenious solutions and attainable products – and it is always ready to go further.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Ford Motor Company is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.