Job Purpose:
Responsible for including building complex routing solutions, planning and executing Contact Center technology implementations, and making technology recommendations for the business.
Job Responsibilities:
- Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution.
- Consult, Design, scope, and implement Cisco Contact Center Enterprise (PCCE / UCCE) and Webex contact centers.
- Work with Cisco TAC and help guide managing the Contact Center Enterprise environment.
- Work with business and technical analysts to gather requirements for changes to existing routing and reporting.
- Provide recommendations to business and/or technical analysts for future technology direction.
- Demonstrated ability to design, deploy, and troubleshoot UCCE issues including reading logs, pulling logs from server platform; ability to coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT).
- Scripting new call flows for new call centers, including UAT testing with end users to Align with the business vision.
- Cisco ICM/VXML scripting .
- CUIC/AW reporting customization .
- Support existing CCE/CCX deployments (support may include weekends or non working hours in case of emergency).
