SENIOR UNIFIED COMMUNICATIONS ENGINEER / Sr Technical Specialist

The Senior Unified Communications (UC) Engineer is a position that supports LabCorp's enterprise Cisco UC environment and ancillary systems. This role is responsible for the design, implementation, administration and optimization of current and emerging telecom solutions and technologies across the LabCorp enterprise. The required skills range from detailed technical knowledge of Cisco Voice architecture to application specific business needs.

Roles/Responsibilities:

Work and collaborate with project teams consisting of other LabCorp IT staff, Vendor professional services staff, LabCorp business customers and others.

Work directly with the business customers to analyze existing contact center environments and design/implement solutions based on business requirements.

Support and maintain Cisco UC systems including but not limited to CUCM and CUC.

Support enterprise UC reporting needs using Aceyus and CUIC reporting tools.

Work and collaborate with 3rd Party Providers and the Business customers on solutions such as IVR, Call Recording and Work Force Optimization product suites. (Such as Verint, Zoom, etc)

Support Long Distance and Toll Free network features using carrier provided tools and systems.

Maintain documentation of the UC environment and operational procedures.

Assist in the development of Voice Services best practices and process documents for design, implementation, test plans, maintenance plans, and any other Voice Services related deliverables.

Potential travel: 5% - 10%

Bachelors Degree in Computer Science or 10 years experience with national enterprise Cisco Contact Center Environment. Cisco Certifications preferred.

5 years experience designing, implementing, administering and monitoring enterprise multi-site Cisco UC environments.

5+ years experience with AT&T's long distance and toll-free network and features.

5+ years experience with telephony dial plan design and call routing/control protocols such as SIP, H.323, ISDN PRI, CAS, FXO, FXS, POTS.

Strong problem solving skills.

Strong customer facing skills along with strong verbal and written communication skills.

Ability to maintain and foster a close working relationship with LabCorp user community while providing overall customer satisfaction and managing customer expectations.

Ability to work after hours in support of troubleshooting and implementations.

Experience with Java and XML or VXML is a plus.

Experience with IP networking, LAN/WAN switching and QoS is a plus.

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.

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