Job Description :
Job Title: Cisco IVR Lead
Location: Troy, MI
Duration: 10 months
Development of Call Flow/IVR in a Cisco UCCE environment utilizing Cisco CVP, Java, ICM scripts, and Nuance.
Integrate to back-end systems such as web services, databases, fax, CTI, and reporting.
Development of call center reports utilizing Cisco UCCE environment.
Knowledge of development expertise utilizing SQL queries in creation of end user reporting.
Troubleshoot Cisco infrastructure for items such as hunt groups, misroutes, debug logs, CTI failures, and CVP/Java code failures.
Knowledge of Cisco and other network infrastructures relating to IVRs.
Ability to understand and develop Web Services with integration into the Cisco UCCE environment utilizing Cisco Finesse and IVR call flows.
Ability to develop customized Finesse gadget agent screens utilizing Java Scripting.
Strong communicator - Ability to communicate verbally and in technical writing to all levels of the organization in a proactive, contextually appropriate manner.
Strong problem solving skills and analytic skills with proven strength in applying root cause analysis
Proven ability to design and build technical solutions using applicable technologies; ability to demonstrate strong coding skills
Strong understanding of relational databases and ability to write basic queries (SQL and PL SQL)
Strong experience with web services, executing calls and interpreting responses (SOAP or REST)
Strong experience with incident management leading both on and off hour ad hoc support teams.
Strong experience in interpreting customer business needs and translating them into application and operational requirements.
Ability to prioritize work by dividing time, attention and effort between current project workload and on-going support tasks
Proven ability to adapt to change in process, procedure and priorities.
Strong organizational skills
Strong experience with incident management, leading both on and off-hours ad hoc support teams
Strong experience building, writing and executing test cases (using technologies such as HP Quality Center, QTP, Loadrunner, is a plus)
REQUIREMENTS:
7 years of development experience (Finance/Lending industry experience a plus)
3 years of experience with various Software Development Life Cycle methods such as Agile, SCRUM, Waterfall, etc.
3 years of experience designing and building technical solutions using applicable technologies
3 years of using relational databases and writing basic queries (SQL and PL SQL)