7 days old

Sr. Infrastructure Engineer Contact Center

Best Buy
Richfield, MN 55423

**Job Title:**

Sr. Infrastructure Engineer Contact Center

**Job Category:**

Digital & Information Technology

**Store NUmber or Department:**

940660-105-End User

**Job Description:**

Best Buy is not only a retailer but also a technology-based company, where technology itself is at the heart of our operation. Our Information Technology organization is playing an integral role in helping the company define and execute key elements of the business model. Our IT environment is fast-paced and constantly changing to meet the demands of our diverse business offerings. We seek talented, motivated professionals with a sense of adventure, diversity of thought, and the combination of creativity and experience to make a difference and have fun doing it.

We are seeking a **Sr. Infrastructure Engineer** ** Contact Center** to join the Best Buy Collaboration team to design, analyze, plan, build and modify technology systems supporting our advanced contact center capabilities.

**What youll do?**

+ 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.

+ Collaborate with Architects across the organization, Best Buy 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.

+ Conduct project planning, caller experience analysis, contact center metrics analysis and develop recommendations to business and technology leaders on best practices and gain alignment

+ Provide level 3/level 4 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

+ Perform complex incident and change management activities

+ Provide guidance to administrators of contact center systems in both using and resolving technical issues quickly. Create and update/maintain standard operating procedures, technology processes and procedures.

+ Drive monitoring standards and event management expectations. Collaborate with business partners on developing of reports to show operational metrics.

+ Create the blueprints for more complex technology implementation.

+ Ensure implementations are completed in accordance to the standard builds and will create and maintain checklists that will be used for transition to production.

+ Work effectively in a matrixed organization in developing efficient technology solutions. 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

+ Work closely with business partners and assist in the development of requirements, business cases and cost estimates for technology implementation. Ensure that the proposed technologies can be successfully implemented and supported. Provide input to fiscal year technology budgets

+ Provide coaching and work direction to more junior engineers and administrators

**Minimum Qualifications:**

+ 5 or more years of experience architecting, 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 or more years of Software development experience, skills that support Computer Telephony Integration, Customer Relationship Management integrations (CRM) and/or IVR

+ 3 or more years of UCCE configuration and scripting experience

+ 2 or more years of IVR development using Web Services, Java and VXML

+ 2 or more years writing & modifying SQL queries and stored procedures

**Preferred Qualifications**

+ Python development experience

+ IVR experience with Cisco Voice Portal (CVP) and Natural language with Nuance

+ Knowledge of contact center integrations between Cisco UCCE and ancillary equipment including call recording and workforce management systems

+ Experience with Cisco UCM platform and support of VOIP infrastructure

+ Experience with SIP based telecommunication networks

+ Strong business relationship skills

+ Experience with SDLC delivery models including waterfall & agile.

+ Cisco Dialer campaign management

+ Experience with building and managing external database integrations for customer / data lookups within UCCE

+ Cisco Application Gateway, DBWorker, External integrations

**Req #:**


**Address Line 1:**

7601 Penn Avenue South







**Job Level:**

Individual Contributor

**Employment Category:**

Full Time


Best Buy

**Search Categories:**

Corporate Jobs, Digital and Technology


Posted: 2020-03-23 Expires: 2020-04-22

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Sr. Infrastructure Engineer Contact Center

Best Buy
Richfield, MN 55423

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