Tier 2 UCCE Engineer/Contact Center Support in Durham, NC at APEX Systems

Date Posted: 8/5/2018

Job Snapshot

Job Description

Job #:  854634

Our client in Raleigh, NC is seeking Tier 2 UCCE Engineer/Contact Center Support Engineer to join their Remote Services Operations team. You will be configuring and troubleshooting small to medium sized networks and solving product and network problems on a daily basis. The ideal candidate will have Cisco Contact Center technologies: UCCE, CVP, UCCX, CUCM, and CUBE Enterprise. Working knowledge of Contact Center applications: NICE, eGain, Nuance, etc. Expertise on VoIP protocols including SIP, H.323, MGCP and SCCP.  This is a long-term, contract opportunity offering the opportunity to gain a wide breath of experience including UCS, Nexus, UC Applications, etc.)

The ideal candidate will possess the below qualifications. If interested please apply with an updated resume to Donna Badin at  


Job Description

Come be a part of our Remote Operations Services group, the internal organization that delivers Remote Management Services (RMS). Remote Management Services simplify the ongoing management of Advanced Technologies, enhance the business benefits, and significantly reduce Total Cost of Ownership (TCO) for customers. The ROS is a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensively, and with more visibility than customers can usually do on their own.

Primary Responsibilities

Solves product and network problems of moderate complexity

Provides basic systems/product training and intellectual property material

Acts as a focal point for account network problem resolution

Effectively utilizes moderately complex lab setups to duplicate and solve problems

Submits complete and correct DDTS reports in area of expertise with collaboration and supervision

Core Competencies

Ability to analyze, configure and troubleshoot small to medium sized networks

Develops technical skills and knowledge, advancing beyond the fundamentals in at least one area

Plans, prioritizes, and organizes tasks effectively

Strives for continuous learning, results orientation and teamwork

Utilizes an understanding of TAC and CA goals, objectives, and business to guide activities

Ability to manage crisis situations.

Significant exposure/familiarity with the following platforms:

o Cisco Unified Communications Manager (10.x / 11.x)

o Cisco Unity (4.x & 7.x)

o Cisco Voice Gateways

o Cisco IP Phones

o Cisco Routers and Switches

Business Acumen

Ability to understand and apply Client/Business, such as leveraging best practices or advocating customer position

Contextualize impacts by identifying implications of problems/issues/events on internal and external business processes

Identify Opportunities for ROS Process Improvement, e.g., optimization, proactive management, innovation

Knowledge of Information Technology Infrastructure Library (ITIL) framework


Build client relations; establish productive and reciprocal relationships with ROS Team, Customers, Partners and other stakeholders

Communicate effectively with clients

Communicate effectively with teams to facilitate information sharing, advocate client positions, leverage team resources

Educate client and enforce compliance to policies, procedures and project standards

Provide a cross-functional influence


Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 1-3 years related experience









EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.