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Contact Center Technical Analyst in Richardson, TX at HUNTER Technical Resources

Date Posted: 1/3/2019

Job Snapshot

Job Description

Our client is looking to add a Contact Center Technical Analyst to their team. This person will be responsible for processing Incident Ticket and SNOW Task request from various lines of business related to call routing in a Cisco UCCE environment. Experience with Cisco ICM Call routing and Scripting is required. Required 5+ years' experience designing and deploying Cisco UC/UCCE/ICM/CVP solutions.

The right candidate must have a strong UCCE technical background and demonstrated experience. As a self-starter requiring minimal supervision, individual must have a strong commitment to technical excellence and teamwork.

Required Experience and Qualifications:

  • 5+ years' experience with Cisco UC/UCCE/ICM/CVP
  • Hands on Experience in Cisco Unified Contact Center Enterprise (UCCE)/ICM /CVP, Call Studio and ICM Scripting.
  • Experience with voice gateways or SIP protocol experience
  • Custom J2EE experience
  • SQL Database experience
  • Clear and concise verbal and written communication skills
  • Technical Knowledge troubleshooting Cisco UCCE, UC, ICM, CVP
  • Experience with Cisco IP Dialer, Third Party Outbound Campaign Managers, Email Manager is a plus
  • Communication skills at various levels of business via email, group or individual discussion

Essential functions:

  • Translating business requirements into implementation of Cisco IP Telephony applications including Cisco CVP/ICM (Cisco Voice Portal/Intelligent Contact Manager) Enterprise call routing, VXML (Voice Extensible Markup Language) Gateways
  • Deploy, configure and script Cisco UCCE software [ICM, and CVP], Cisco Outbou nd options
  • Take ownership of tasks, quantify and complete on time with minimal supervision
  • Work with various teams to integrate custom-developed and 3rd-party provided software and hardware solutions including software applications, IVR (Interactive Voice Response), Call Center and database integration with the Cisco IP Telephony infrastructure
  • Applies knowledge of call center operational dynamics as it relates to the implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues.

Required Qualification(s):

  • Cisco UCCE, +5 years ICM Scripting and CVP programming

Preferred Qualification(s):

  • Cisco UCCE, +5 years ICM Scripting and CVP programming, Java Developmen