Responsible for design, architecture, implementation, and delivery of our Cisco voice systems
Support, Develop and maintain ICM and IPIVR scripts for different call flows
Support, Develop and maintain different call flows to integrate with 3rd party applications such as SQL DBs, Call Recording Solutions, WFM, etc.
Competency with minor scripting modifications on existing scripts within CCE (Routing/Admin), CCX and Call Studio Platforms.
Support, Develop and maintain Finesse workflows and desktop settings
Perform analysis and diagnosis of complex voice and data network issues
Support Cisco Contact Center infrastructure and its associated software including (CUCM, Unity, UCCE, UCCX CUIC, Finesse, IPIVR, NICE Recording Solution, CRM - Five 9 Cloud)
Collaborate with other systems engineers/vendors for upgrades of operating systems, applications, hardware, etc.
Collaborate with help desk to resolve trouble tickets and resolve end-user issues.
Advanced technical knowledge of Cisco UCCE - ICM, CVP, IPIVR CUIC and Finesse
Knowledge of Cisco Unified Contact Center Enterprise (UCCE or UCCX), Cisco Unified Communications Manager (CUCM), Cisco Unified Communications Manager solutions, and CUBE.
Scripting experience Cisco tool set including UCCE/UCCX, Call Manager and CVP
Cisco Customer Collaboration technologies, including UCCE version 10.5 or higher, Finesse, CVP and CUIC
Expertise on configuration and administration of Contact Center Features
Expertise developing UCCE call flows utilizing ICM, IPIVR, and java languages
Knowledge of CISCO UCCE environments to diagnose both application and infrastructure outages
Knowledge of MS SQL
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