Implementation Engineer (Cisco/Omnichannel CX) -CONNECT

Sutherland
Mexico City
Workplace: RemoteFull timeFunction: Software EngineeringExperience: 4-8 yearsEducation: bachelorsSkills: ["Communication","Problem-solving"]

Design, implement, and support Cisco UCCE/CUCM-based omnichannel CX solutions, collaborating with cross-functional teams to gather requirements, deliver program solutions, and create Runbooks. Lead infrastructure design, monitoring, testing, and disaster recovery efforts while guiding vendors and mentoring engineers to ensure high-quality, proactive support for enterprise-scale platforms.

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Sutherland
Sutherland
4 months ago

Implementation Engineer (Cisco/Omnichannel CX) -CONNECT

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Last checked: 57 minutes agoStatus: Live

Job Summary

Design, implement, and support Cisco UCCE/CUCM-based omnichannel CX solutions, collaborating with cross-functional teams to gather requirements, deliver program solutions, and create Runbooks. Lead infrastructure design, monitoring, testing, and disaster recovery efforts while guiding vendors and mentoring engineers to ensure high-quality, proactive support for enterprise-scale platforms.
Location: Mexico City
Workplace: Remote
Employment Type: Full time
Job Function: Software Engineering

Key Responsibilities

  • •Design, implement and support the CISCO UCCE and CUCM platforms and related Omni-Channel solutions.
  • •Collaborate with partnering groups to gather business requirements and ensure technical offerings meet them.
  • •Develop engineering design documentation and Runbooks for Operations.
  • • Develop monitoring solutions and use metrics for infrastructure evolution; conduct testing and disaster recovery planning.
  • •Mentor Engineers and IT Solutions Technicians and manage vendor engagements on escalated issues and projects.

Key Requirements

  • •BS in Computer Science, Engineering or related field or 6 - 8 years progressive relevant experience required.
  • •Expert knowledge of CISCO UCCE and CUCM Platform
  • •Expert in creating CISCO eServices (Email, Chat, SMS or Social Media) routing strategies from scratch
  • •At least 2 years of experience on Java
  • •5 years demonstrated experience delivering on multiple, simultaneous projects.
Experience:4-8 yearsTelecommunications
Education:Bachelor's
Skills:CommunicationProblem-solving
Languages:English
Tech Stack:CISCO UCCECUCMWebEx ConnectJavaCISCO eServicesCVPCisco Call StudioOmni-ChannelNetworkingVendor Management

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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