Contact Center IVR Engineer
Here we grow again!
Wipro is seeking individuals who combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team.
Wipro is a leading global IT solutions and services company with over 200,000 dedicated employees serving clients across more than 66 countries.
We offer a strong compensation package that includes competitive pay and day one benefits. Wipro also offers many opportunities for career advancement within our engaging and exciting culture.
100% remote (Note – If you reside in the Tampa area this role is hybrid)
Work authorization: USC and Green Card only
No relocation
Here are some responsibilities of a IVR Cisco Contact Center Enterprise Engineer:
Telephony Analysis
IVR Engineering
Cisco Contact Call Center Engineering
And, here is what you will be doing…
· Configuring/Developing and troubleshooting Cisco IVR call flows using Java, VXML, VVB, ICM, and CVP scripts.
· Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud based AI solutions.
· Client facing skills, interfacing with directly customers on IVR design, call flow, adds/changes.
· Installing, upgrading, and patching of Cisco Contact Center Enterprise (NO equivalent at this time) and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.
· Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.
· Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows
· Reflecting all deployment changes in LLD and configurations
· Logging, tracking, and updating issues and support cases.
MUST Haves:
Configuring/Developing and troubleshooting Cisco IVR call flows using Java, VXML, VVB, ICM, and CVP scripts.
Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud based AI solutions.
Client facing skills, interfacing with directly customers on IVR design, call flow, adds/changes.
Installing, upgrading, and patching of Cisco Contact Center Enterprise (NO equivalent at this time) and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.
Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.
Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows
Reflecting all deployment changes in LLD and configurations
Logging, tracking, and updating issues and support cases.
Minimum education High School or equivalent
Telecommunication Industry Experience
Cisco Contact Call Center Analyst Experience
IVR Engineering
Cisco Certifications highly desire
Pluses…
Writing descriptions of business needs and business program functions, including creating process and data flow diagrams, workflow diagrams, test scripts, training curriculum, and quality assurance/audit procedures.
Drafting raw curriculum to support development of training materials relevant to the approved client business processes.
Prefer knowledge of enterprise modeling applications, such as Enterprise Architect, ProVision and/or other modeling and/or languages, including UML.
Experience in: