Telecommunications ACD/IVR Engineer

Description
Working Job Title: Telecommunications ACD/IVR Implementation Engineer

Purpose and Description:
Assist  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 Implementation engineer position will report to the Manager of Telecommunications Engineering of  and will work directly with Vendors/Strategic Partners and end users to ensure the implementation and testing of the, UCCE/ACD/IVR scripts and reports are tested and implemented as per  standards.

Receive designs from the ACD/IVR design engineer and share with vendor/business partner. Act as an engagement engineer by coordinating with vendor/partners and  end user services the installation of CAD agent and supervisor desktop applications on identified workstations. Provide consultation services to business status of project effort and partner with implementation vendors regarding any discrepancies. Coordinate with the customer and ensure the implementation partner completes a thorough user acceptance test for each ACD/IVR application and function ensuring it meets design specifications.
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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 IT Group and provides voice solutions for the health plan and care delivery knowledge workers of

Essential Functions:
Provide timely and accurate progress status on all on-going project support efforts. Strong analytical skills, excellent written, verbal and customer service skills
Partnering with Business Partners, Project Managers, Design Engineers, Discovery Engineers, and Implementation engineers to understand project requirements to manage the implementation vendors to complete the fulfillment of the business requirements.
Communicating with business partners, project managers, design engineers and implementation engineers.
Proficient in using MS Powerpoint and MS Visio for documenting call flow designs.

Required Experience:* This is where you will indicate the MUST HAVE items. If a candidate does not have these then they will be rejected.
8-10 years experience with managing/working on Legacy PBX or IP phone systems and ACD/IVR systems.
3-5 years experience implementing Legacy PBX or IP Phone Systems ACD/IVR Call Flow Designs
Managing vendor to complete implementation and testing of ACD/IVR Call Flows

Preferred Experience:* These are things that you would like to see, but are NOT required to fill the position. These are NOT disqualifying items.
1-3 years experience with IP Phone systems, ACD/IVR, ACD/IVR Reporting systems
Experience with Legacy voicemail and PBX systems for understanding call routing
Experience with Cisco CUCM, UCCE and Cisco Agent Desktop, CUIC, Cisco Unity Connections
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