Additional Location(s) or Information:
Job Category: Services
Level of Experience: Experienced - Non Manager
Requisition #: R1016177
What You'll Do
Are you involved with the most complex and challenging collaboration designs and architectures? Here, you'll be designing, implementing, and empowering the world's largest customers. You'll collaborate as part of an engineering team that is as passionate about transforming their customers as you are.
Who You'll Work With
The newly formed Connected Experiences Practice combines the breakthroughs of the Internet of Everything with a full suite of Collaboration services to ensure our clients have rich, next generation, and market leading end user and client solutions. In this role, you will be on our Collaboration Solutions team, transforming our largest customers by enabling cutting edge solutions based on cutting edge collaboration products.
Who You Are
As an experienced Contact Center Application Consultant, you have lead and mentored other Application Consultants and team members focused on contact center applications. You understand customers business requirements for call flows, VRU scripts, and Agent skills. With the experience you have, you are able to consult with customers and guide them towards next generation contact center applications and omni-channel experiences. You have hands on experience designing and programming ICR and IVR scripts, ACD configuration and routing. You've got experience programing advance Cisco UCCE functions such as precision routing, courtesy call back, outbound dialer campaigns, email and web interaction manager. It is easy for you to analyze customers' existing environments and diagnose any scripting, IVR or other call flow issues. With that knowledge you are able to support pre-sales activity, easily provide direction to management on issues affecting customer success, and write technical white papers for new technologies supported by Advanced Services in an effort to develop design & architecture standard methodologies. If you have experience with UCCE infrastructure design, installation, testing UCCE, ICM, CVP applications, hold a CCIE-Collab, and knowledge on designing integration strategies for Finesse, CTI desktop and CTI server applications, that is a plus!!
• Typically requires BS/BA degree or equivalent plus 8-10 years' experience in the design and administration of contact center application
• Working knowledge of at-least Cisco UCCE/CVP 10.0.
• Hands on experience complication designing and programing IVR, and ACDs, for ex - dynamic menu-ing, precision queuing, post call survey, studio scripting
• In-depth experience with relational database technologies, Java/Web-services programming
• Ability to travel ranging from 40-60% over the long-term, including short periods of 100% weekday travel.
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.
We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.
We Are Cisco.
Job Type: Experienced
Opportunity Category: Services, Video, Collaboration, Mobility
A little about us:
We are one, big, techie, employee tribe that changes the world while having fun.