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Cisco Contact Center Engineer

BGI has the following 12+ month contract position in Lower Manhattan. Candidate is required to be onsite
Job ID/Number:
Posted Date:
Job Location:
New York, NY
Position Type:
Information Technology

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:

  • Perform minor SR upgrades of Contact Center solutions.
  • Perform minor script alterations on call routing and prompting.
  • Adhere to best practices defined by Cisco and our client
  • Perform Moves, Adds, Changes, and Deletions for agents on existing Cisco Contact Center Enterprise deployments
  • Make prompt and script updates in Cisco Customer Voice Portal (CVP)
  • Make self-service IVR and call flow updates in Nuance Design Framework (NDF)
  • Troubleshoot and make administrative changes to customers’ contact center environments as required
  • Keep up-to-date on newly released versions of Cisco and 3rd party contact center products
  • Keep up-to-date on relevant competitive solutions, products and services
  • Maintain current certifications and obtain new contact center certifications as they become available

Third Party Products included in the 311/Cisco Solution

  • Aceyus – Call Center reporting
  • Bucher+Suter – CRM integration connector
  • Cisco – UCCE / CVP / UCM
  • Empirix – load testing
  • Nuance – NLU speech IVR
  • SecureLogix – Voice Security
  • Verint – WFO Suite

Desired Skills/Experience:

  • Typically requires BS/BA (EE/CS) or equivalent
  • 2 years of contact center experience
  • Knowledge and demonstrated operating experience in the following areas of specialization:
    • Cisco ICM/UCCE
    • Cisco CVP
    • Cisco IPIVR
    • Cisco Communication Manager
    • VXML Gateway configuration
    • H323/SIP
    • Nuance Design Framework
  • Strong written and verbal communication, listening, and strong presentation skills
  • Strong problem solving skills: ability to assess a problem and determine an effective course of action.
  • Experience with project management and resource tracking techniques
  • Knowledge of software and/or hardware, testing and implementation
  • Ability to work effectively and add value as a team member
  • Demonstrate technical knowledge and consultative skills
  • Ability to perform tasks with minor supervision
  • Demonstrate ability to implement, drive and track projects
  • Ability to apply solutions, technology and products to a business opportunity


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