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Cisco Contact Center Implementation Eningeer

3 months ago

New York, United States Insight Global Full time

Title: Cisco Contact Center Implementation Engineer

Location: HYBRID – 1x a week at 1 Park Ave, New York

Duration: 6-month contract + potential extensions

Pay Rate: Starting at 60 hr on W2


Must-Haves:

  • 4+ years of experience within the IT sector operating in a Cisco environment
  • Experience with Cisco contact center products, such as UCCX, PCCE, CVP (Customer Voice Portal), and CUIC (Cisco Unified Intelligence Center)
  • Knowledge of contact center concepts, such as precision queues, call flows, wallboard statistics, and UAT (User Acceptance Testing)
  • Hands on experience with IVR (Interactive voice response) concepts, such as call handlers, call flows, and AI intents
  • Designing and configuring call routing scripts
  • Ability to diagnose and resolve issues related to call routing, which may involve analyzing call flows and making necessary adjustments
  • Ability to integrate IVR data with other platforms
  • Experience with data migration, testing, and quality assurance methodologies and tools

Day to Day:

Insight Global Health is looking for a Cisco Contact Center Implementation Engineer will be responsible for the successful execution of self-service technology implementation, after-hours service integrations, and IVR expansion projects. He/She will be supporting these projects technically but also need to be strong is administration/documentation. For example: detailed configuration and implementation documentation, project status reports and accurate time sheet entries, knowledge transfer to internal teams upon project completion, and user training materials.