K
Role & Company Overview
Employer
KTek Resourcing
Location / Model
United States
Employment
Contract / Freelance
Recruitment Type
Direct to HR Pipeline
Industry
General
Company Size
Headquarters
United States
Visa & Sponsorship
Global Talent Consideration
📋 Role Overview & Responsibilities
- Contact center expert who can conduct “As-Is studies of existing requirements, design future state solutions and help transform the Cisco UCCE Contact Centers environment. · Design and Build applications on the Cisco contact center platform including Cisco CVP, Cisco ICM, VXML Gateway, Cisco reporting, Finesse etc. · Good understanding of Contact Center environment, Scripting, Campaign management, CRM Integration like (Sales force), Recording solution, Work force management(WFM) & Wallboard Integration. · Provide probable solution options to client teams and lead individual assignments during implementation of larger transformations. · Should have implemented contact center applications on Cisco Call Studio, Cisco ICM Script Editor and Cisco reporting. · Experience & Knowledge on Integration with recording solution like Nice/ Verint for Contact center environment for Quality & improvement purpose. · Should have good understanding contact center operations, metrics, application design and implementation using Cisco UCCE · Ability to quickly connect business requirements to the functional capabilities of an application and assess risk , dependencies and highlight to client and project leads · Willing to take Initiatives and Automation for improving efficiency & productivity, able to work in a fast-paced environment with the ability to adapt to frequent changes and deliver the solution. · High troubleshooting skills to resolve Level 3 Incidents with probable solutions · Excellent skills on Administration part like Skill & Queue management, Script changes, Campaign/ Application schedule as per business requirement · Hand on experience on script editor for frequent changes as per business needs · Knowledge on SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management also preparing RCA for P1 incidents Additional desired experience: · Experience with Cisco IPT (CUCM, Unity Connection, SIP integration) · SBC knowledge (CUBE/Gateways) · Virtual Hold Technology · Campaign management, · Nuance Recognizer & Vocalizer · Experience with modern cloud architectures and technologies · Minimum of 8-10+ years of experience
Frequently Asked Questions
How do I apply for the Network Voice Cisco UCCE position at KTek Resourcing? ▼
Click the “Apply for this Position” button on this page to submit your application directly to KTek Resourcing without recruitment intermediary fees.
Is this position eligible for remote work or visa sponsorship? ▼
This position is located in United States with potential relocation and sponsorship assistance depending on candidate qualifications.
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