Job Description :
US CITIZENS, GREEN CARD HOLDERS & H1 Transfers (MUST WORK ON OUR W2
Job details:
Role : UCCE Engineer
Remote Position
Charlotte, NC
Job description:
Completes end to end call flow analysis and documentation on all
incoming requests to ensure traceability of impacts to Cisco UCCE platforms
(Carrier, Call Routing, Telephony, Softphone/End-points)
Represents CTI/Tel/Softphone across the platform base in major
project planning efforts with the ability to evaluate line of business
current state and desired future capabilities, identify gaps or issues,
recommend opportunity areas, determine potential timing and sequencing of
improvement initiatives and support business case development to define the
costs and benefits of proposed solutions
Solution Implementation & Support: on large scale or tier 4 system
issues will own research and resolution spanning across multiple Telephony
platforms and infrastructure
Utilize experience of contact center systems such as multi-site
call routing, IP-PBX (CUCM), Cisco Voice Portal (CVP), IP-IVR, Automated
Call Distribution (ACD), Interactive Voice Response (IVR), Computer
Telephony Integration (CTI), Workforce Management (WFM), and multi-contact
routing solutions of email, web and chat to provide guidance and thought
leadership as a highly-skilled contact center advisor for internal and
external audiences