Description

The Principal Contact Center Engineer will provide leadership in the development of communications technology and architecture for UCLA Health's Enterprise Contact Center, including the design, planning, assessment, and implementation of Cisco Packaged Contact Center Enterprise (PCCE) systems and integration with other voice technologies and communication services.

This is a senior level role, specializing in network voice technology implementations as well as troubleshooting and fielding operational requests.

In this role, you will:

• lead the escalation support for PCCE, and will provide recommendations and initiate the necessary corrective action to ensure optimal contact center performance
• maintain compatibility and functionality with Cisco and PBX mixed VoIP solutions
• specifying the migration path toward Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems
• ensure that capacity planning and upgrade planning of PCCE and related applications are maintained
• perform configuration, diagnostics and technical resolution on network issues, cover second to third tier support with a focus on Cisco PCCE and VOIP technologies
• ensure integration and support of SAML, SaaS, And CCaaS applications and solutions

This role will provide day-to-day support of the 24 x 7 contact center production environment.

This is a flex-hybrid role which will require you to be onsite about 1-3 times a month or as needed by operational need. Please note that there are no reimbursements for travel to "home office" location.

Each employee must complete a FlexWork Agreement with their manager which will outline arrangement parameters and aids both parties in fully understanding expectations. Arrangements are regularly evaluated, and are subject to termination.

Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity. The full salary range for this position is $ 105,200 - $ 250,600 annually. The budgeted salary that the University reasonably expects to pay for this position is about $ 105,200 - $175,000 annually.