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Sr. UCCE - Unified Communications Engineer - Nashville, TN

Nashville, TN

Classification: Contract
Contract Length: 12 months 
Job ID: 16514416

CereCore® provides EHR implementations, IT and application support, IT managed services, technical staffing, strategic IT consulting, and advisory services to hospitals and health systems nationwide. Our heritage is in the hallways of some of America’s top-performing hospitals. We have served as leaders in finance, operations, technology, and as clinicians turned power users and innovators. At CereCore, we know firsthand the power that aligned technology can provide in delivering care. As a wholly-owned subsidiary of HCA Healthcare, we are committed to bringing the expertise we have gained as operators to deliver IT services that emphatically address the needs of health systems across the United States. Our team of over 600 clinical and technical professionals has implemented EHR systems in more than 400 facilities and provides managed services support to tens of thousands of health system employees. We work tirelessly to provide healthcare organizations specialized IT services that support the delivery of patient care. The Link to Life-Saving Care.

CereCore is seeking a Sr. Unified Communications Engineer (UCCE) to join our team in Nashville, TN. 

JOB SUMMARY 
 

The UC Senior Engineer (Contact Center) will assist in the design of applications and solutions for the Cisco UCCE contact center environment.  This individual is responsible for working with stakeholders to analyze, maintain, support, implement, and develop UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment.  This individual will assist in the evaluation, selection, engineering, security, and platform design of the UCCE environment (including CRM, CTI, e-Service, IVR, quality management/call recording, reporting/analytics, speech analytics, video, and WFM applications).

  • Analyzes and maintains the current UCCE environment and applications.

  • Administers the UCCE platform.

  • Develops and modifies complex UCCE call flows/scripts.

  • Develops technical documentation for support of UCCE environment.

  • Adheres to company documented application deployment and support standards and best practices.

  • Owns a portion the resolution process for customer issues/incidents.

  • Maintains sizing and scaling documentation for the UCCE environment.

  • Develops and modifies UCCE/third-party application reports.

  • Implements applications to support internal operations/support/auditing/provisioning processes.

  • Assists in developing specifications for migrating existing platforms to the UCCE environment.

  • Develops and implements optimization and continual improvement plans for the UCCE environment.

  • Designs and develops applications to support internal operations/support/auditing/provisioning processes.

  • Conducts risk assessments, facilitates communication across project groups and stakeholders.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


 

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