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Senior Specialist, IPT / UCCE Administrator

We Make Life More Rewarding and Dignified
Location: Libertyville¬ 
Department: Information Technology¬ 


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Summary:


The Senior Specialist, IPT and UCCE Administrator delivers the core functions of UCCE (Cisco Unified Contact Center Enterprise) and Cisco Unified Communication Manager (Call Manager) systems infrastructure administration, routing, development and support for Hollister's Cisco based global IP Voice and VXML gateway configuration, CUIC (Cisco Unified Intelligence Center) reporting platform, and overall Cisco IP phone systems.


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The Senior Specialist, IPT and UCCE Administrator manages the IP Telephony configuration, troubleshooting and support of global customer service centers. The role includes administration, Level 3 support of business reporting and data analysis, including scripting to achieve these reports and manage call routing, testing and precision queueing of VoIP environment. As part of the Global IT Infrastructure and Operations Team, this individual will work closely with the business units and call centers to ensure voice services, VoIP networks and computer resources are both properly functioning and are protected from internal and external unauthorized access.


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The Senior Specialist, IPT and UCCE Administrator will assist with proposal writing, project tasks or lifecycle implementation, cost analysis and vendors comparisons.¬  They will exercise these responsibilities in compliance with Hollister policies and standards along with industry best practices.


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Responsibilities:




  • Administer, support and maintain Cisco unified communication and IP Telephony infrastructure across multiple enterprise environment, both onsite and remote locations; and provide VolP expert level technical assistance to team members in support of customer needs




    • Manage Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Communications Manager (CUCM), Cisco Unified Communications Manager (Call Manager), and CUIC (Cisco Unified Intelligence Center) reporting platform.



    • Implement and maintain Cisco Unified Communication systems including CUCM, CUIC, UCCE, CUSP/CUPS, CVP, Finesse, Jabber, or other third party integrated technologies.



    • Performs installations, up-to-date release upgrades or patching, and maintenance of the global voice gateways and protocols including N-1 standards and H.323 / SIP / MGCP / SCCP.



    • Provides IP voice design, development and installation support for moves, adds and changes for all related Cisco IP telephony infrastructure.



    • Ensures that existing VoIP networks maximize availability, reliability and ensure service interruptions are minimal, managed, and controlled.



    • Conducts ongoing assessments, collecting and analysing voice statistics, to ensure unified communication systems are optimized and efficient for voice services and contact centers.



    • Ensures that all system implementations are in full accordance with the change management and approved control procedures / standards.



    • Participate in security incident response, security vulnerability identification and resolution, and IT compliance related issues.




  • Assists with identifying, isolating and resolving voice network problems to minimize impact to the business and effectively working with Global IT Associates.




    • Provides Level 3 support to enterprise level customers regarding advice US issues and problem resolution of CVP applications, CUCM, Cisco Unity Connection, SIP and Voice Gateways.



    • Administer, design, script and support UCCE (Enterprise solutions) in support of customer needs.



    • Conducts immediate root-cause analysis by identifying source for IP voice connectivity issues, and delivering solutions that minimize future symptoms or related problems.



    • Troubleshoot and make administrative changes to customers' contact center environments as required



    • Administer converged networks to ensures voice, telepresence, emergency response systems and unified messaging solutions meets performance, capacity, scalability and resiliency required by IT and business services.



    • Participates in global on-call rotation as required.




  • Assists and identifies avenues for continuous improvement for services within scope of responsibilities including new approaches, processes and toolsets that would contribute to improvements within department and to business growth and efficiencies.




    • Remains current with emerging industry standards, obtaining and/or maintaining required certifications.



    • Envisions and introduces new capabilities to meet business standards.



    • Maintaining in-depth working knowledge of business and technology.



    • Contribute to the planning of short and long term network capacity and disaster recovery requirements.



    • Establish and maintain voice network monitoring systems and processes in order to alert on resource availability, system utilization, and threats to the global voice infrastructure.



    • Define best practices for contact center implementation and configure service level metrics and reporting as required




  • Effectively partners with other IT Groups to deliver optimal IT support and services.




    • Works closely with project managers both within the IT Project Management Office (PMO) and the business to ensure proper timekeeping requirements.



    • Works within international business teams and is able to participate in project meetings with international colleagues.¬  Flexible work hours to meet international timelines.



    • Collaborates with team members on various technology initiatives and establishes customer trust and confidence.



    • Prepares documentation, conduct training and user orientation for end users detailing configuration and usage of call processing.



    • Ensures all device and systems connected or supported comply with Hollister Cybersecurity standards and policies or best practices.




  • Has ability to establish and work within a consistent engineering framework according to Hollister standards where available, creating, gaining approval, and distributing standards from scratch as required:




    • Has ability to establish and work within a consistent documentation framework.



    • Participates in 'Build' to 'Run' transitions or turnovers throughout project lifecycle.



    • Contributes to maintaining team process documentation and updates to network topology.



    • Ensures availability of adequate user and system documentation that cover system specifications, operational guides, and recovery plans




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Requirements:




  • Bachelors degree in Computer Science preferred or equivalant experience.




    • Cisco Unified Contact Center Enterprise Spcialist, CCNP Voice Certification or equivalant professional certification preferred




  • Minimum of¬ 7 years hands-on experience with Cisco Unified Communication Manager (Call Manager), UCCE (Unified Contact Center Enterprise), Cisco Unity Voice Mail or CVP (Customer Voice Portal) and¬ ¬  CTI OS support with a Bachelor's degree, or 8 years of experience with a High School diploma.



  • Minimum of¬ 7 years hands-on experience with Cisco VoIP / IP Telephony infrastructure, call routing and SIP / Voice gateway design and administration with a Bachelor's degree, or 8 years of experience with a High School diploma.



  • Strong knowledge of advanced IP Telephony routing and switching technologies, in particular voice protocols, gateways, unified communications and voice messaging.



  • Strong knowledge of Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Communication Manager (Call Manager), Cisco Unified Communications Manager (CUCM) solutions, and CUSP (Cisco Unified SIP Proxy).



  • Working knowledge of Cisco Finesse and other technologies such as Colabrio, Avaya or Nuance.



  • Working knowledge of Cisco VoIP technologies and QoS (Quality of Service).



  • Working knowledge of Telepresence, WebEx and other peripheral applications.



  • Working knowledge of Windows Security and Policy developer for Call Center domain centric products and support.



  • Working knowledge of cloud services, virtualized infrastructure and Remote Access solutions (Cisco ASA & VPN Clients).



  • Working knowledge of WAN technology including MPLS, VPNs and Remote Access.



  • Working knowledge of analytical tools and utilities including SQL Query Analyzer, TCD, Call Trace, and Log Analysis.



  • Familiarity switching technology including SIP Trunking, (HA) High Availability or HSRP Load Balancing technologies, PSTN circuits (PRI, SIP, T1, analog, FXS and signaling protocols)



  • Written and verbal communications skills.¬ ¬ ¬ ¬ ¬ ¬ ¬ 



  • Team player who understands their role within the team and communicates with team members.



  • Able to teach and mentor others, in particular explaining and teaching technical skills to other team members.



  • Strong understanding of complex networked computer technology including all aspects of network and voice systems.



  • Strong analytical and problem resolution skills



  • A high aptitude, disciplined, analytical mind which thinks quickly and logically.



  • Mid-level engineering communication and inter-personal skills.



  • Flexibility in work schedule, off-hours for troubleshooting or implementation and 24 by 7 on-call support as required.



  • Talk on the phone with suppliers and Hollister associates.


  • Travel via plane or automobile both locally and internationally


Hollister is an EO employer ‚€“ M/F/Veteran/Disability
Job Req ID: 26912




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