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Cisco Contact Center Operations Engineer

Minneapolis, Minnesota
Job Type
8 Sep 2022
Cisco Contact Center Operations Engineer - Engineer will support all In-Scope Contact Center Technologies, proactively monitor, and quickly respond to application software, hardware, and network Incidents. Candidate must have excellent written/verbal communication skills and work effectively as part of a team. Responsibilities include planning and implementing after-hours changes/upgrades to Voice and Contact Center related applications and infrastructure, completing detailed implantation plans/design documentation, and troubleshooting/resolving complex Incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests.


Incident Response / Resolution:
  • Day-to-day response to/resolution of generated alarms, tracking of real-time system health utilizing using Ameriprise monitoring tools.
  • Perform quick resolution of Contact Center Incidents, Including Alarm/Event correlation and triage.
  • Perform Incident Troubleshooting and resolution for all related Contact Center applications/infrastructure following Ameriprise Service Management processes.
  • Expert level troubleshooting and analysis for all In-Scope Technologies.
  • Expert Analysis of device/server/network performance logs to triage Incidents/Outages as they occur.
Proactive Monitoring & Preventative Maintenance:
  • Proactively monitor the stability and performance of various Contact Center technologies and take appropriate corrective action prior to prevent business impact from occurring.
  • Ensure patching and regular maintenance is performed as required.
  • Actively collaborate with fellow members of the team and on bridge calls to prevent or resolve incidents/problems in an expeditious manner.
Change Management:
  • Must be able to Implement technology changes, including after hours, to configure, upgrade and maintain supported technologies.
  • Document detailed change implementation plans / procedures and be able to represent said plans during change management reviews.
  • Work with ITIL and Change Management processes and comply with all security policies.
Configuration Management:
  • Review and update detailed technical and Architectural Standards.
  • Specialist in the field or technology supported.
  • Partner and align with leadership on strategies and priorities.
  • Provide expert product-specific skills in supported technologies.
  • Work directly with product manufacturer to resolve any issues, identify any enhancements, and implement.
  • Analysis and resolution of chronic or undetermined issues.
  • Audit contact center infrastructure to verify conformance to standards and best practices.

Required Qualifications

  • Bachelors degree in Computer Science, Engineering, or related field; or equivalent work experience.
  • 5-7 years of relevant work experience required.
  • 5-7+ years of experience and proven engineering expertise within subject matter domain.
  • Strong analytical and customer service abilities.
  • Ability to communicate and articulate technical information across various organizational levels.
  • Strong thought leadership abilities and a highly innovative problem solver.
  • High reasoning aptitude and ability to quickly understand a complex operating environments.

Preferred Qualifications

Unified Contact Center Enterprise 11.6 - 12.6:
  • ICM, AW/HDS, Routers, Loggers, Agent / VRU PG's
  • CVP, Call Server, VXML server
  • Basic VXML Scripting knowledge
  • Ops Console Administration
  • Call Log collection and analysis
  • CVP Studio
  • HDS Call/Query analysis based on RCK
  • CTI Integrations with 3rd party applications
  • CTISVR log collection & analysis
  • Agent Desktop software, Finesse, Pega, other 3rd Party CRM's
  • Basic ICM scripting knowledge, call routing/queueing design
  • Virtualized Voice Browser
  • Detailed understanding of UCCE integrations for VXML/Media/ASR/TTS
  • ICM Configuration Manager, Script Editor
  • Precision Routing
  • Skill Groups
  • Call Types
  • Dialed number / Script selector
  • CTI Route Points
  • Agent Explorer / Agent Teams
  • Outbound option dialer
  • Campaigns / Campaign scripting
  • Import/Query rules
  • CPA analysis
  • CUSP
  • CUIC Reporting
  • Nuance ASR/TTS
  • F5 Load Balancers
  • ECE and/or CCE integrated eGain Chat & Click to Call
  • VMware, Cisco Hyperflex, ESXi, vCenter
  • Call Manager 11.5 - 12.5:
  • Call Routing troubleshooting
  • Trace / Debug collection
  • Packet capture & analysis
  • Media Resources, MTP, Conference Bridge, XCODE, MRG/MRGL's
  • System health monitoring - RTMT
  • CTI Route Point Configuration
  • Call routing configuration, Dial plan, Route patterns, hunt groups, route lists
  • SIP Trunking, ICT, H323, MGCP configuration
  • DRS Backup configuration
  • Installation of Patches (COP files, ES Upgrades)
  • Move, Add, Change administration
  • IOS ASR / ISR Voice Gateways & Data Routers:
  • Experience with IOS patches and upgrades
  • SIP / ISDN debugs and troubleshooting skills
  • CUBE
  • SIP Trunks & Signaling
  • SIP PSTN Call Routing
  • CVP integration
  • VOIP dial-peer configuration
  • Translation rules/DNIS/ANI
  • DSP Gateways & Media Resources
  • MTP, XCODE, Conference Bridge
  • Troubleshooting, logs / debugs
  • CUCM integration
  • Telephony services configuration
  • TFTP, firmware, MOH

About Our Company

The Ameriprise Financial Technology team mission is to create innovative technology solutions and engaging digital experiences for our clients, advisors, and employees. We embrace an inclusive and collaborative culture that allows us to partner across the business and lend our expertise in the areas of corporate computing, network infrastructure and security. We celebrate the unique qualities and reward the contributions of our talented, passionate employees. If you're motivated and want to work for a strong, ethical company that cares about you and your community, take the next step with Ameriprise Technology.

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
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  • Job Reference: 707268615-2
  • Date Posted: 8 September 2022
  • Recruiter: Ameriprise Financial, Inc.
  • Location: Minneapolis, Minnesota
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent