Voice Solutions Engineer Spanlink Communications
DEPARTMENT: Voice Solutions
REPORTS TO: Director; Contact Center Practice
Spanlink Communications is a leading provider of unified communications and contact center solutions. We are looking for a Voice Solutions Engineer (VSE), located anywhere in the US. As a Voice Solutions Engineer, you will work with our customers deploying Cisco UCCE/CVP/UCCX solutions. You will be the technical lead throughout the life-cycle of contact center projects, acting as primary design engineer and working with developers, project managers and clients to meet specific needs throughout the process. You will work as part of a team of professionals that play a key role in implementing solutions and delivering results.
? Gather requirements and design complete contact center solutions for Cisco Voice Portal (CVP), Unified Contact Center Enterprise (UCCE), and Unified Contact Center Express (UCCX) platforms.
? Provide direction technical team to ensure consistency and interoperability between solution components.
? Discuss, design and configure contact center call flows and complex IVR applications.
? Provide written documentation for application requirements, designs & as-built.
? Must be a team player, willing to learn new technologies and be flexible to work outside of regular business hours.
? Ability for travel.
III. Experience and Skills
? Experience with Cisco UCCE & CVP.
? Experience with UCCE options such as Cisco's Outbound Option.
? Experience performing Cisco UCCE Script Design and Deployment.
? Familiarity with Cisco UCCX.
? Familiarity with Cisco Email & Web Interaction Manager.
? Excellent written and verbal communication skills.
? Exceptional client relationship skills.
? Ability to work in a delivery environment that involves structured processes and flexible timelines.
? Familiarity and exposure to SQL.
Desired skills and Experience, but not required:
? Familiarity and exposure to Report Customization with CUIC, Exony, Aceyus.
? Familiarity and exposure to any Cisco 3rd party products (i.e., Calabrio, eGain, Nice, Nuance, etc?).
? Experience with a disciplined development methodology and release management process.
? Requires a BA or BS Degree, preferably a technical degree
? Cisco certifications are a big plus
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