Contact Center Engineer

TD Ameritrade
Columbia, MD
Jul 17, 2017
Aug 07, 2017
Full Time
Role: To all recruitment agencies: TD Ameritrade does not accept agency resumes. Please do not forward resumes to our jobs alias, TD Ameritrade employees or any other company location. TD Ameritrade is not responsible for any fees related to unsolicited resumes. The Contact Center Engineer will lead engineering initiatives for the firms 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. Responsibilities: Provide voice infrastructure design, strategy & implementation plans for the TD Ameritrade Cisco Contact Center Enterprise environment. Engineer and optimize Contact Center routing environment, including call ICM, CUSP, and CVP. Influences strategy to enable TDA 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 Requirements: 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 Experience with large scale call center environments Strong experience in call flow design and development in Cisco UCCE environments Background inVoIP 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. Experience with Session Border Controller technologies such as Oracle Acme Packets. 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. Voice experience within e-commerce or financial services industry. 6+ years experience in Cisco voice/data communications CCVP, CCIE certifications a plus and/or 4 year college degree or equivalent experience. Must be a self-starter with the ability to work independently and in a collaborative team environment. Military education or experience may be considered in lieu of civilian requirements listed

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