Network Engineer

NETWORK ENGINEER 

JOB SUMMARY DESCRIPTION: 

Working Job Title: Telecommunications ACD/IVR Design Engineer 

PURPOSE AND DESCRIPTION: 
Assist Kaiser in the providing project support efforts to migrate from Legacy PBX, ACD/IVR and Voicemail systems to Cisco Call Manager, UCCE and Unity Connections systems. 

This telecommunications ACD/IVR Design engineer position will report to the Manager of Telecommunications Engineering of client and will provide ACD/IVR consultation and design services. The incumbent will work directly with customers, vendors and Strategic Partners to analyze, evaluate and document current and future business requires for ACD/IVR, Desktop, ACD/IVR reporting, recording and other call center requirements. We are looking for an individual with strong leadership and communication abilities in addition to the required technical skills for this challenging position. 

The Network Services Telecommunications Engineering team is part of the client IT Group and provides voice solutions for the health plan and care delivery knowledge workers of Kaiser Permanent. 

ESSENTIAL FUNCTIONS: 
Document interface information regarding 3rd party applications and ancillary equipment (paging, Music on Hold, Power Failure Transfer, etc) connecting with the Legacy phone system, voicemail and ACD/IVR systems. 
Partnering with Business Partners, Design Engineers, Discovery Engineers, and Implementation engineers to understand project requirements and provide ACD/IVR Designs to complete the fulfillment of the business requirements. 
Communicating with business partners, project managers, design engineers and implementation engineers.

REQUIRED EXPERIENCE: 
.*These are the MUST HAVE items. If a candidate does not have these then they will be rejected.* 
1-3 years experience with designing call flows for ACD/IVR systems. 
2-3 years experience integrating ancillary equipment with PBX (eg ACD/IVR systems, recording devices, ACD/IVR Reporting systems) 
Complete documentation of deliverables. 

PREFERRED EXPERIENCE: 
.*These are things that we would like to see, but are NOT required to fill the position. These are NOT disqualifying items.* 
1-3 years experience with IP ACD/IVR systems 
Experience with Legacy voicemail and PBX systems for understanding call routing 
Experience with Cisco UCCE and Cisco Agent Desktop 
Experience with Cisco Reporting systems (CUIC) or SMSI 
Experience with NICE Call Recording 
Experience in Health Care Industry. 

Required Education: 
High School Diploma 

SKILLS TO BE SUCCESSFUL IN THIS ROLE: 
Manage multiple project across company 
Ability to drive projects 
Ability to document and organize information 
Effective communicator 
Adaptable 

TRAVEL REQUIRED: 
20% mostly in the geographical area (NCAL/SCAL) Reimbursed