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).