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NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute¿designated cancer center, and NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Sr Contact Center Network Engineer. 

We are seeking a Senior Contact Center Operations Engineer to join our Collaboration team to analyze, plan, build and modify technology systems supporting our advanced contact center and collaboration capabilities. The work will require detailed engineering to meet business requirements, then help the entire technologies team implement and realize the value of these investments thru industry best practices for deployment and operations. The position will work with Architects across the organization, NYU Langone Health System Engineers and directly with the business to inventory, analyze and implement our Cisco Unified Contact Center Enterprise (UCCE) solution. This work will include but is not limited to: Contact Center Engineering, Reporting, Contact Routing & Scripting, Interactive Voice Response, Agent Queuing models and how they are built in UCCE as well as integrations and management of peripheral systems including: Call Recording, Workforce Management, CTI and chat utilities. Position will conduct project planning, caller experience analysis thru call tracing, contact center metrics analysis and develop recommendations to business and technology leaders on best practices and gain alignment.
This position will also provide level 2/level 3 escalated support for the contact center infrastructure applicable to routing and reporting and will work with vendor manufacturers to help resolve issues experienced by the business.
Provides coaching and work direction to more junior engineers and administrators. Performs complex incident and change management activities. Provides guidance to administrators of contact center systems in both using and resolving technical issues quickly. Creates and updates/maintains standard operating procedures, technology processes and procedures.
This position will be responsible for creating the blueprints for more complex technology implementation. Also ensuring that implementations are done in accordance to the standard builds and will create and maintain checklists that will be used for transition to production. We are seeing someone who works effectively in a matrixed organization in developing efficient technology solutions and partners with third parties to ensure support of our infrastructure meets all applicable SLAs and real-time monitoring of the environment thru dashboards and alerts are available to both technologies and the business.

Job Responsibilities:

  • Software development experience, skills that support Computer Telephony Integration APIs, Customer Relationship Management integrations and/or Cisco Voice Portal IVR development and Web Services for Cisco Voice Portal support
  • contact center integrations between Cisco UCCE and ancillary equipment including: call recording and workforce management systems
  • Cisco UCM platform and support of VOIP infrastructure
  • SIP based telecommunication networks
  • Experience with SDLC delivery models including waterfall & agile.
  • Cisco CVP Studio development experience
  • Cisco Dialer campaign management
  • building and managing external database integrations for customer / data lookups within UCCE
  • Database management of standalone resources used by UCCE
  • Cisco Application Gateway, DB Worker, External integrations
  • building out monitoring capabilities and event management for UCCE

Minimum Qualifications:
To qualify you must have a Typically requires 7 or more years of experience and BA/BS degree or equivalent.

Preferred Qualifications:
4+ years of UCCE configuration and scripting experience supporting multiple lines of businesses
4+ years of UC configuration
3+ years of experience engineering and operating Cisco UCCE contact center systems in a role supporting infrastructure components & services running on Central Controllers, Peripheral Gateways, Voice/VXML gateways, Cisco Voice Portal, etc.
3+ years of contact center reporting design and development and / or sequel programming development

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.

Position Summary:
We are seeking a Senior Contact Center Operations Engineer to join our Collaboration team to analyze, plan, build and modify technology systems supporting our advanced contact center and collaboration capabilities. The work will require detailed engineering to meet business requirements, then help the entire technologies team implement and realize the value of these investments thru industry best practices for deployment and operations. The position will work with Architects across the organization, NYU Langone Health System Engineers and directly with the business to inventory, analyze and implement our Cisco Unified Contact Center Enterprise (UCCE) solution. This work will include but is not limited to: Contact Center Engineering, Reporting, Contact Routing & Scripting, Interactive Voice Response, Agent Queuing models and how they are built in UCCE as well as integrations and management of peripheral systems including: Call Recording, Workforce Management, CTI and chat utilities. Position will conduct project planning, caller experience analysis thru call tracing, contact center metrics analysis and develop recommendations to business and technology leaders on best practices and gain alignment.
This position will also provide level 2/level 3 escalated support for the contact center infrastructure applicable to routing and reporting and will work with vendor manufacturers to help resolve issues experienced by the business.
Provides coaching and work direction to more junior engineers and administrators. Performs complex incident and change management activities. Provides guidance to administrators of contact center systems in both using and resolving technical issues quickly. Creates and updates/maintains standard operating procedures, technology processes and procedures.
This position will be responsible for creating the blueprints for more complex technology implementation. Also ensuring that implementations are done in accordance to the standard builds and will create and maintain checklists that will be used for transition to production. We are seeing someone who works effectively in a matrixed organization in developing efficient technology solutions and partners with third parties to ensure support of our infrastructure meets all applicable SLAs and real-time monitoring of the environment thru dashboards and alerts are available to both technologies and the business.

Minimum Qualifications:
Typically requires 7 or more years of experience and BA/BS degree or equivalent.

Preferred Qualifications:
4+ years of UCCE configuration and scripting experience supporting multiple lines of businesses
4+ years of UC configuration
3+ years of experience engineering and operating Cisco UCCE contact center systems in a role supporting infrastructure components & services running on Central Controllers, Peripheral Gateways, Voice/VXML gateways, Cisco Voice Portal, etc.
3+ years of contact center reporting design and development and / or sequel programming development



* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.


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