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Senior Unified Contact Center Enterprise Engineer

Nashville, TN, United States

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Description

SHIFT: No Weekends

SCHEDULE: Full-time

HCA Healthcare ITG

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Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.

 

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for dedicated professional like you to be a part of our team. Join us in our efforts to better our community!

 

At HCA Healthcare, you have options. You can choose from a variety of benefits to create a customizable plan. You have the ability to enroll in several medical coverage plans including vision and dental. You can even select additional al la carte benefits to meet all your needs. Enroll in our Employee Stock Purchase Plan (ESPP), 401k, flex spending accounts for medial and childcare needs, and participate in our tuition reimbursement and student loan repayment programs

 

JOB SUMMARY

The Consulting Engineer (Contact Center) will assist in the design of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to design, analyze, develop, implement, and maintain UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment. This individual will assist in the evaluation, selection, engineering, security, and platform design of the UCCE environment (including CRM, CTI, e-Service, IVR, quality management/call recording, reporting/analytics, speech analytics, video, and WFM applications).

  • Analyzes and maintains the current UCCE environment and applications.
  • Administers the UCCE platform.
  • Develops and modifies complex UCCE call flows.
  • Develops technical documentation for support of UCCE environment.
  • Adheres to company documented application deployment and support standards and best practices.
  • Owns a portion the resolution process for customer issues/incidents.
  • Maintains sizing and scaling documentation for the UCCE environment.
  • Develops and modifies UCCE/third-party application reports.
  • Implements applications to support internal operations/support/auditing/provisioning processes.
  • Assists in developing specifications for migrating existing platforms to the UCCE environment.
  • Develops and implements optimization and continual improvement plans for the UCCE environment.
  • Designs and develops applications to support internal operations/support/auditing/provisioning processes.
  • Conducts risk assessments, facilitates communication across project groups and stakeholders.
  • Designs and develops custom applications to be used by customers.
  • Serves as subject matter expert for the UCCE environment (architecture, development, support).
  • Works with business partners/vendors in analyzing, researching, evaluating and recommending application integration and support services.
  • Interfaces with customers to translate business acumen and rules into UCCE application requirements and deliverables.

GENERAL RESPONSIBILITIES
Responsibilities include but are not limited to the following:

  • Performs research and development on contact center applications, technologies, methodologies, and tools.
  • Responsible for UCCE platform optimization efforts.
  • Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability.
  • Develops and modifies complex UCCE call flows/scripts.
  • Responsible for detailed documentation of UCCE environment.
  • Complex enterprise CPU, Server, storage and network designs utilizing best practice switching/routing technologies and topologies. Strategic enterprise systems management planning and integration of new technologies. 
  • New and best of breed product and technology evaluations and research, integration testing proposals 
  • Partnering with platform vendors on product design enhancements to integrate new technologies
  • Author technical white papers on new technologies and operational module development 
  • Engineering consultations of Level III systems management troubleshooting/problem resolutions, protocol analysis, system troubleshooting/problem determination skills with trace/capture/analysis software

    Minimal Travel required.

    On Call work will be required.

EXPERIENCE

  • 7+ years

EDUCATION

  • High School Graduate/Equivalent
  • College Graduate Preferred

OTHER/SPECIAL QUALIFICATIONS  

  • Experience supporting Cisco UCCE applications required.
  • CCNA: Desired (but not required)
  • UCCE Design Certification/Exam: Desired (but not required)
  • UCCE Implementation Certification/Exam: Desired (but not required)
  • UCCE Support Certification/Exam: Desired (but not required)

PHYSICAL DEMANDS/WORKING CONDITIONS

  • No major physical demands in this role – primarily a sedentary role

HCA Healthcare is a comprehensive healthcare network where 265,000 people across more than 1,800 care facilities are all committed to creating a positive impact every day. It’s an organization that exists to give people healthier tomorrows. Our scale enables caregivers to deliver great outcomes for patients and gives colleagues unparalleled opportunities to learn and grow. Most importantly, as a part of HCA Healthcare we’re connected to something bigger, which means more resources, more solutions and more possibilities for everyone who walks through our doors. What matters most to our diverse and talented colleagues is giving people the absolute best healthcare possible. Every day, we seek to raise the bar higher, not just for ourselves, but for healthcare everywhere.

 

Be a part of an organization that invests in you. We are actively reviewing applications. Highly qualified candidates will be promptly contacted by our hiring managers for interviews. Submit your application and help us raise the bar in patient care!

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Facility: HCA Healthcare
Job ID: 10207-28765
Category: Information Technology
Contract: Full-time
Shift: No Weekends
Job Class: Regular

Apply Now
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