• Cisco Contact Center Engineer

    Location US-CO-Englewood
    Job ID
    Information Technology
  • Summary

    DISH is a Fortune 250 company with more than $14 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.


    Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.


    We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.


    Opportunity is here. We are DISH.

    Job Duties and Responsibilities

    DISH is constantly striving to gain efficiencies across our many lines of business. This allows us the opportunity to investigate, design, and implement new technologies that allow our business to optimize their workforce. Because of our team’s close integration with these business units we are responsible for leading these initiatives.


    The Principal Technical Admin will be responsible for support of the Cisco Unified Contact Center Enterprise (UCCE) environment. They will be fluent in the understanding of infrastructure integration between the UCCE – ICM (Intelligent Call Manager) components in a large, multiple call center deployment. They will also support everyday operations, which will include documentation, monitoring and resolution of call routing issues. 


    Duties will include:

    • Team members share a weekly on-call rotation that consists of one week backup followed by one week of primary.

    • Daily tasks will consist of working with business counterparts to develop new strategies, collaborating with vendor and internal teams to implement approved projects, troubleshooting and maintaining supported infrastructure, and facilitating knowledge transfer to peers through training and documentation.

    • This job requires night and weekend work, both scheduled and unscheduled, and requires carrying a DISH smartphone 24 hours a day, 7 days a week during an on-call rotation.
    • The Principal Technical Administrator may act in a lead role, providing daily management for one or more junior technical administrators.

    Skills - Experience and Requirements

    Education and Experience:

    • Bachelors degree and six years of related experience; or 8 years of related experience and training; or equivalent combination of education and experience supporting large, multiple call center environments.


    Skills and Qualifications:

    • Candidate must be highly proficient in Cisco UCCE infrastructure, operation, and troubleshooting. While we do not manage every aspect of this system, it is important that a candidate has knowledge on how all the components work together to collaborate with other teams/vendors.
    • This position will often be required to lead integrations that may be outside a candidate’s technical knowledge. The candidate must be comfortable researching these knowledge gaps, seeking out experts when necessary, and demonstrating the ability to communicate and document these concepts.
    • Reporting plays a large part in the successful operation of our business. It is highly desirable that a candidate has a good working knowledge of SQL queries and database operations. Familiarity with the ICM database schema and ability to write custom queries is essential to effective troubleshooting and report creation.



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