Contact Center Support Lead

Urgent Requirement: Contact Center Support Lead
Location: Long Beach CA (Remote till covid)
Duration: Long term contract
 
Job Description:
•  5+ years of experience in Contact Center Technology (Cisco Preferred)
•  Knowledge of Cisco Unified Communications (CUCM) and Cisco Contact Center (UCCE).
•  Ability to Design, Build and support Cisco UCCE/ICM scripting
•  Knowledge in configuration and troubleshooting of Agent PG/ VRU PG/ MR PG integrations.
•  Ability to design, build and support Cisco CVP Applications with hands-on experience on Call Studio, Custom Element etc.  strongly preferred.
•  Configuration experience on UCCE, CUIC, CVP, CVP OAMP, CUSP.
•  Advanced Troubleshooting knowledge of Cisco ICM/UCCE, Cisco CVP Components, strongly preferred.
•  Experience in Nuance TTS and Lumen Vox ASR preferred.
•  SQL knowledge and understanding of UCCE database preferred
•  Experience on CUIC Reporting – Stock Report and Custom Report.
•  Configuration and Troubleshooting experience on Cisco Finesse Agent Desktop.
•  Understand and implement third party WFM/WFO platforms and CRM integrations
•  Proficiency in server virtualization and cloud solutions.
•  Experience on Migration from Cisco to Genesys PureCloud, Added Advantage.
•  Translate busines requirements in to detailed system requirements for ICM, IVR, PBX and carrier systems. Participate in call routing optimization.
•  Knowledge on UWF- UpStream Works Finesse Gadgets.
•  Strong Written and verbal communications, listening and strong presentation skills
•  Ability to demonstrate analytical and consultative skills
•  Ability to work with others and have desire to learn new technologies
•  Work with Cisco TAC Engineer and help guide managing Contact Center Environment.
•  Experience and desire to work in global delivery Environment.
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