11 Jan 2012
Full-Time Contact Center Architect
Job Description
Contact Center Engineer
The IP Contact Center Engineer is to engineer, design, program/script, install, and support enterprise contact center. Under limited supervision, the IP Contact Center Engineer formulates and defines system scope, objectives, and requirements to develop or modify call center scripts to support Call Center call routing and management reporting. This includes assisting in the preparation of detailed specifications from which scripts will be written. The IP Contact Center Engineer plans, designs, implements, operates, and optimizes the Cisco IP Contact Center infrastructure.
Essential Duties and Responsibilities:
- Learns business functions to effectively participate in technical analysis, design, and implementation of complex call center scripts to support business requirements. Gathers and documents call flow routing logic requirements.
- Programs/scripts solutions or modifies programs/scripts to resolve problems using a structured approach, keeping in mind long term maintainability and quick accessibility. Tests coded solutions against customer acceptance criteria to ensure quality of product.
- Develops and provides specialized Contact Center reporting to enable business functions.
- Makes additions, moves, deletions, and changes to call center skill groups to support new business requirements for call routing.
- Troubleshoots/diagnoses call routing failures or logic issues and identifies corrective actions to implement. Creates thorough, consistent and accurate documentation for all call center scripting projects. Assures all documentation is complete, understandable and accessible.
- Provide good customer service to internal clients, by managing the resolution of help desk tickets and tasks. This includes responding to escalations, proactively notifying customers of issues, plus assessing and communicating business impact to management.
- Completes other projects and duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor’s degree in Networking or Telecommunications, or equivalent experience required.
- Minimum 5 years general progressive information technology experience.
- Minimum 2 years with multi-site Cisco Unified Contact Center Enterprise and IVRs.
- Experience creating and implementing complex call center scripts/programs.
- Experience creating and implementing call center management reports.
- Experience developing use cases and test plans for call center scripts/programs preferred.
- Experience with voice gateways and Cisco Unified CVP (Customer Voice Portal) preferred.
- Experience with Contact Center and CRM/CTI integration preferred. This includes campaign management and auto dialer integration and support
- Experience with implementing managing and supporting call recording, and workforce management applications
- Understanding of and ability to troubleshoot JTAPI and CTI/CTIOS integration.
- Knowledge of telecommunications network infrastructure including T1, SIP, VOIP, and other advanced network services
- Cisco certifications preferred.
- Must interface with business users and understand basic call center needs and requirements.
- Develops, maintains, and manages appropriate vendor and customer relationships
- Ability and desire to learn independently as well as in a team. Learning from others while sharing knowledge with team members
- Must have excellent communication skills, both verbal and written.
US or Canadian Citizens, T1 or H1B Transfers accepted. Relocation assistance provided.
How to Apply
Send resume and salary requirements to sleverich@platinumplacement.com or apply from our website.
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