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Contact Center Engineer

Dharma Solutions Inc    posted over 5 years ago

Contract | Staffing Agency | | 12 Months Memphis, TN, United States


Job Description:

  • Knowledge of Contact Center business and strong knowledge of Call Control and IP based solutions.
  • Should be able to implement and support ACD (UCCE) groups, and interface with internal customers
  • Provide Tier 1 and  Tier 2  support for all issues related to UCCE, CVP and telecom applications such as Calabrio.
  • Troubleshoot issues related to Agents, scripting etc
  • Co-ordinate with OEM vendors for resolving recurring issues.
  • Performs changes, upgrades on UCCE infrastructure for new requirements, maintenance etc.
  • In-depth knowledge and hands on experience of IP Telephony and strong operating experience in the following areas: IP Telephony (Cisco CallManager, Unity), Call Centre (IPCC Express and Enterprise), Voice gateways, Gatekeepers and CVP servers. Hands on experience configuring Cisco IP/IVR and CRS.
  • Knowledge of Microsoft Windows Server including Windows 2000 and Windows 2003. Knowledge of Microsoft SQL Server.
  • CCVP, CCNA voice is preferred.

Secondary skills:

  • ICM Programming/ Scripting.
Employer avg response time
  • Relocation Assistance: No
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