BGI has the following contract based positions available at our direct client in New York City
This is an on site position. You must live within commuting distance of Lower Manhattan
Job Title: Contact Center Support Engineer
Department: Contact Center
Job Reports To: Contact Center Operations Director
Job Summary: The Contact Center Support Engineer is a position that supports the Contact Center customers. The primary activities include troubleshooting, moves, adds, changes, scripting, patching, and customer technical support.
Major Responsibilities/Activities:
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Perform minor SR upgrades of Contact Center solutions.
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Perform minor script alterations on call routing and prompting.
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Adhere to best practices defined by Cisco and Presidio.
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Perform Moves, Adds, Changes, and Deletions for agents on existing Cisco Contact Center Enterprise deployments
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Make prompt and script updates in Cisco Customer Voice Portal (CVP)
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Make self-service IVR and call flow updates in Nuance Design Framework (NDF)
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Troubleshoot and make administrative changes to customers’ contact center environments as required
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Keep up-to-date on newly released versions of Cisco and 3rd party contact center products
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Keep up-to-date on relevant competitive solutions, products and services
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Maintain current certifications and obtain new contact center certifications as they become available
Third Party Products included in the 311/Cisco Solution
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Aceyus – Call Center reporting
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Bucher+Suter – CRM integration connector
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Cisco – UCCE / CVP / UCM
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Empirix – load testing
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Nuance – NLU speech IVR
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SecureLogix – Voice Security
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Verint – WFO Suite
Desired Skills/Experience:
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Typically requires BS/BA (EE/CS) or equivalent
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2 years of contact center experience
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Knowledge and demonstrated operating experience in the following areas of specialization:
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Cisco ICM/UCCE
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Cisco CVP
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Cisco IPIVR
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Cisco Communication Manager
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VXML Gateway configuration
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H323/SIP
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Nuance Design Framework
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Strong written and verbal communication, listening, and strong presentation skills
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Strong problem solving skills: ability to assess a problem and determine an effective course of action.
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Experience with project management and resource tracking techniques
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Knowledge of software and/or hardware, testing and implementation
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Ability to work effectively and add value as a team member
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Demonstrate technical knowledge and consultative skills
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Ability to perform tasks with minor supervision
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Demonstrate ability to implement, drive and track projects
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Ability to apply solutions, technology and products to a business opportunity