Contact Center Operations Engineer

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Contact Center Operations Engineer

DESCRIPTION: The Communications Technologies (CT) Contact Center Operations Engineer reports to the CT Operations Manager within the Stanford University IT (UIT) - IT Infrastructure (ITI), Communication Technologies (CT) organization. This position is a member of a CT operations team that supports the Tier 3 day-to-day operations of Unified Communications (Cisco CUCM, SME, Unity, UCCE, Verint WFM/Call Recording, VoIP Networking, and more) for Stanford University, Stanford Healthcare, and Stanford Medicine Children's Health environments.

The CT Contact Center Operations Engineer candidate must demonstrate TIER 3 level expertise for contact center operations with a focus on Cisco UCCE systems (UCCE, CVP, CUIC, Finesse, Peripheral Gateway, etc.) systems and infrastructure, in addition to having familiarization and hands-on experience with Cisco CUCM device (CTI Route Point, Phone, Trunk, etc) and dial plan configuration and troubleshooting. The candidate must also demonstrate their hands-on expertise with performing preventive maintenance and keeping-it-current upgrades of a Cisco UCCE environment.

The expected pay range for this position is $160,000 - 200,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website ( provides detailed information on Stanford's extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

CORE TECHNICAL KNOWLEDGE AND SKILLS REQUIREMENTS:

• Primary focus as TIER 3 day-to-day, preventive maintenance, and keep-it-current upgrade operations responsibility of a UCCE 12.5+ call center environment.
• Demonstrate TIER 3 expertise on all UCCE components - UCCE, CVP, CUIC, Finesse, Peripheral Gateway, etc. - Configuration and Troubleshooting.
• Demonstrate TIER 3 configuration and troubleshooting expertise on CUCM 12.5+ that integrates with UCCE components - Jabber, Webex Client, CT Route Point, SIP Trunking, End User Administration, Route/Translation Patterns (Dialplan), etc.
• Demonstrate TIER 3 expertise with Cisco UCS, ESXi, and VM configuration and troubleshooting in a VMWare/vCenter v7+ environment.
• Demonstrate TIER 3 troubleshooting expertise with UCCE/Finesse/Device agent issues that include onsite and remote agent environments.
• Demonstrate familiarization with Cisco Expressway Series (MRA/VCS) environments.
• Demonstrate familiarization and hands-on troubleshooting experience with capturing/interpreting SIP protocol/ladder stack events and logs for both UCCE and CUCM environments.
• Demonstrate familiarization with UCCE/CUCM certificate management.

GENERAL SKILLS REQUIREMENTS:

• Technically astute with the fundamentals and principals of Telephony and Unified Communications & Collaboration technologies
• Technical understanding of L2/L3 TCP/IP Networking and Protocols
• Technical understanding of firewall ports and protocols
• Proficient with technical documentation/diagram tools such as Microsoft Office, Visio, etc.
• Demonstrate excellent communications skills both verbally and written.
• Familiarization with ITIL practices - Change Management, Incident Process, etc.

EDUCATION & EXPERIENCE REQUIREMENTS:

• Bachelor's degree and five (5) years of relevant experience, or combination of education and relevant experience.

DESIRED CERTIFICATIONS CCNA, CCVP, CCNP, CCIE Voice, UCCE, and ITIL

PLEASE NOTE: This position has a HYBRID requirement where the candidate will have an agreed upon HYBRID agreement that will require a combination of STANFORD UNIVERSITY CAMPUS ONSITE and WORK@HOME workdays on a weekly basis.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned. Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources at [email protected] . For all other inquiries, please submit a contact form . Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.