Job Description :
Position : Contact Center (UCCE) Engineer

Location : El Segundo, CA

Duration : Long term


Major Responsibilities/Activities:
Expert level proficiency in the architecture, design and configuration of the business workflow and logic as it relates to UCCE scripting.
Engineer and optimize Contact Center call routing environment, including ICM, CVP, CUIC, PQs and Attributes.
Identify opportunities and drive service improvements.
Support all aspects of CUIC reporting (ACR, SLAs, KPIs)
Excellent oral and written communication, customer service, and presentation skills required.
The candidate should feel comfortable supporting the business with presentations and meeting with teammates.
Functions also include, but are not limited to project deliverables, project tasks, project documentation, build, installation, optimization and troubleshooting.
Engineer will participate in the weekly ACE and Care Model 2.0 project meetings