BGI has the following 12+ month contract position in Lower Manhattan. Candidate is required to be onsite
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 our client
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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