Sr. Infrastructure UCC Engineer Job at Eagan

Job Title: Sr. Infrastructure UCC Engineer
Functional Area: Information Technology
Division: Information Technology
Location: Minnesota-Eagan
Country: United States
Employment Status: Full Time
Job Description:

The position plays a pivotal role in providing critical support for the telephony systems used by multiple customer service organizations at Ecolab. Critical areas that fall within this position’s operating scope include general system hardware and software support, troubleshooting and maintenance, change management /control, and process improvement.

The environment of the Senior Infrastructure UCC Engineer is highly complex due to the multiplicity of telephony platforms used and the very diverse call management requirements. The business impact of system outages is high and immediate therefore the position demands speed and effectiveness in resolving issues. The position of the Senior Infrastructure UCC Engineer is pivotal to ensuring the success of the customer services teams and overall Ecolab customer satisfaction.

Main Responsibilities:- Support all telephony systems and related hardware and software used by Ecolab Contact Centers globally and other business units as required- Creating and maintaining call routing queues and related service analysis and reporting Telephony system support and maintenance- Responsible for project related work, including submission of CAR’s, implementation, support and maintenance of all telephony systems- Participation in Business Continuity Planning (BCP) as it relates to the telephony systems

Basic Qualifications:
- 6+ years of technical experience with UCCE Contact Center telephony technologies and applications- 3+ years UCCE or Contact Center related scripting- Experience maintaining and supporting Workforce Management Systems- Experience maintaining and supporting IVR systems

Preferred Qualifications:- Bachelor’s Degree- CCNA, CCNP, or CCIE Cisco certification- Experience using Cisco voice platforms- VMware experience- Proven experience providing excellent customers service in a contact center environment- Excellent oral and written communication skills- Ability to work independently in a multi-division, fast paced environment- Ability to manage time and priorities in a high volume, deadline intensive environment- Proven ability to resolve problems independently and take appropriate action in a timely and professional manner- Attention to detail and excellent organizational and time management skills

AutoReqId: 30644BR
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Country: USA, State: Minnesota, City: Eagan, Company: ECOLAB.