Job Location : New York,NY, USA
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. Project 1. Self-Service Implementation Collaborate and document all phases' current schedules, processes, and requirements. Develop an implementation plan outlining project phase and timelines. Configure and validate with the Avaamo platform partners to meet business needs. Conduct comprehensive testing and quality assurance activities. Provide as-built documentation. Project 2. After-Hours Service workflow Integrations Collaborate with the Project Manager to document after-hours service integration schedule. Follow the documented design to configure after-hours workflows. Test and validate integrations to meet functional requirements. Provide as-built documentation and post-go-live support as needed. Project 3. IVR Expansion Project Collaborate with the Project Manager to document the IVR expansion schedule and develop a migration plan. Execute the migration process, minimizing disruptions to operations. Test and validate integrations to meet functional requirements. Provide configuration documentation and post-go-live support as needed. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
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) Ability to integrate PCCE data with other platforms 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