| Cisco CVP Studio Developer | | Remote with up to 25% travel | Deloitte | 6 mo | THE ROLE: Senior Engineer, Call Center Enterprise - Cisco CVP Studio Development 6 month remote with up to 25 % travel to Tampa, FL End client Tampa Electric Start date 2 weeks after hire Job Summary: As a Senior Engineer, Call Center Enterprise you will work to support one of our Key Account Contact Center customers Tampa Electric. The primary activities include troubleshooting, moves, adds, changes, scripting, patching, and customer technical support. Travel Requirements: This position requires travel up to 25% to client location in Tampa, FL. This role is aligned with the following shift: 9:00 p.m. to 6:00 p.m. ET. Prefer east coast candidates Job Responsibilities: - 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 Presidio.
- 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
- Stay current on newly released versions of Cisco and 3rd party contact center products
Required Skills: - 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.
- Prior 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.
Education and Experience: - Bachelor's Degree or the equivalent work experience and/or military experience
- Minimum 5-10 years of experience in a similar role
- 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
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