Cisco Voice Engineer_TCS

Cisco Voice Engineer
• Responsible for design, architecture, implementation, and delivery of our Cisco voice systems
• Support, Develop and maintain ICM and IPIVR scripts for different call flows
• Support, Develop and maintain different call flows to integrate with 3rd party applications such as SQL DBs, Call Recording Solutions, WFM, etc.
• Competency with minor scripting modifications on existing scripts within CCE (Routing/Admin), CCX and Call Studio Platforms.
• Support, Develop and maintain Finesse workflows and desktop settings
• Perform analysis and diagnosis of complex voice and data network issues
• Support Cisco Contact Center infrastructure and its associated software including (CUCM, Unity, UCCE, UCCX CUIC, Finesse, IPIVR, NICE Recording Solution, CRM - Five 9 Cloud)
• Collaborate with other systems engineers/vendors for upgrades of operating systems, applications, hardware, etc.
• Collaborate with help desk to resolve trouble tickets and resolve end-user issues.
• Advanced technical knowledge of Cisco UCCE - ICM, CVP, IPIVR CUIC and Finesse
• Knowledge of Cisco Unified Contact Center Enterprise (UCCE or UCCX), Cisco Unified Communications Manager (CUCM), Cisco Unified Communications Manager solutions, and CUBE.
• Scripting experience Cisco tool set including UCCE/UCCX, Call Manager and CVP
• Cisco Customer Collaboration technologies, including UCCE version 10.5 or higher, Finesse, CVP and CUIC
• Expertise on configuration and administration of Contact Center Features
• Expertise developing UCCE call flows utilizing ICM, IPIVR, and java languages
• Knowledge of CISCO UCCE environments to diagnose both application and infrastructure outages
• Knowledge of MS SQL