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Job Title: Cisco CVP developers with Cisco ICM and Genesys experience
Location: Chicago, IL
Duration: 12 months plus
Rate: DOE (c2c)
Position Responsibilities:
- Deploy, configure, script and support Cisco UCCE software [ICM, CVP, IP-IVR], and third party software, and integrated peripheral systems
- Responsible for the call routing, scripting and configuration of these applications while working with and interacting with our design and architecture leads, project management team,
- Customer Contact business process owners, developers and testers
- Interpret and analyze business requirements to identify risks and design appropriate solutions
- Develop and assess the capabilities and limitations of the applications and technologies and recommend alternatives and solutions
- Provide guidance for business decisions from a technical perspective on such issues as Customer Contact systems and applications performance, scalability, reliability, and security
- Collaborate with project team members to provide input to design specifications related to self-service speech applications
- Develop IVR / Speech applications using CVP Studio, VXML, and Java
- Integrate to backend enterprise applications and systems such as ERP, orders processing and billing, web services, databases, fax, CTI, and reporting
- Develop simple grammars for speech applications as required
- Provide on-site and remote support for IVR outbound campaigns, site cutovers, and migration coverage as required
- Provide support for Cisco UCCE related hardware and software and develop procedures to promote optimal performance
- Perform utilization analysis, capacity planning and inventory management
- Identify single points of failure and high risk areas, develop and document disaster recovery procedures to mitigate business risks
- Work closely with Contact Center managers and supervisors providing documentation and direction to insure a stable and efficient voice telecommunications operation
- Perform new communications hardware and software product assessments and present recommendations and findings to Telecommunications and Information Technology management
- Act as a liaison between contact centers to deliver and share current and new technologies
- Respond to escalated trouble calls as needed to maintain department*s established service levels
- Demonstrate excellent customer service, organizational, communication and documentation skills
- Troubleshoot and triage problems and escalate resolution with appropriate vendors
- Interact with vendors for enhancements or replacement of existing services and products
- Need to be available for 24X7 after hours on-call support as required.
Basic Qualifications:
- Bachelors of Science degree in Information Technology, engineering or a related discipline
- At least one of the following (or equivalent) technical certifications: CCNA-Voice, CCVP, CCIE Voice
- Certificates of successful completion of pertinent Cisco Advanced Services Education courses with focus on Unified Communications and Unified Contact Center
- Strong knowledge in Cisco ICM / IPCC / CVP Enterprise development and deployment, including scripting, configuration and call routing
- Thorough understanding of and experience in multi-site customer contact center operations environments in a consulting or large system administration role and knowledge of best practices
- Experience with Cisco IPCC Enterprise application configuration, administration, and scripting
- Experience implementing custom reports in WebView using components of ICM/CC and database tools to generate reporting data
- Knowledge of Cisco Unified CallManager operation, configuration, and troubleshooting
- 5+ years of experience designing, developing, deploying and maintaining IP-IVR Speech Applications using the Cisco CVP Studio, W3C Speech Interface Framework languages of VoiceXML 2.0 and Java development of custom elements
- Knowledge of Speech Synthesis Markup Language 1.0, Speech Recognition Grammar Language 1.0, Semantic Interpretation Language 1.0, ECMAScript 262/327 and Call Control XML Language 1.0
- Understanding of Natural Language design and Directed Dialogue design techniques for speech applications
- Understanding of grammar analysis and various speech engine capabilities and tuning concepts
- Experience with voice gateways or H.323, SIP or MGCP protocol
- Pro-active approach to issues handling, ability to identify business issues (technology issues which have business impact), and risks and offer solutions to mitigate risks, to resolve issues, to accelerate business results, and to identify opportunities for improvements in contact center environment
- Fundamentals/excellence in customer service delivery and management by using metrics and advanced reporting
- Strong analytical, problem solving skills and attention to detail are essential
- Excellent communication and interpersonal skills (i.e. writing, verbal and technical documentation skills including providing on-the-job knowledge transfer)
- Strong organization and project management skills
- Must be a team player, willing to learn new technologies and be flexible to work in an on-call 24X7X365 environment to meet position needs outside of regular business hours
- Ability to carry and respond to a mobile device
- Ability for occasional travel
Desired/ Preferred Qualifications:
- VoiceXML Application Developer Certification
- Knowledge of SSML, XML, JAVA, J2EE, JSP, .NET, C#, ASP, etc.
- Working knowledge of C# or any other object-oriented programming language
- Experience with grammar design, development (ABNF, GRXML), and testing
- Knowledge of advanced Speech Recognition solutions design and development techniques
- Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance OSR, Recognizer v9, RealSpeak 4.x, and Speechify
- Nuance MRCP (SWMS or Nuance Speech Server) and Licensing components
- Voice Biometrics and Nuance SpeechSecure and Verifier 4.0
- Experience implementing Natural Language applications and tools
- Knowledge of dictionary creation for ASR/TTS
- SSML and tuning Text-To-Speech systems
- Experience with other then Cisco VXML based IVR platforms such as GVP, AVP, Voxeo, and Voxify
- Experience with traditional IVR platforms such as Nortel, Intervoice or Edify
- Experience with web technology and application servers
- Integration with back-end data systems and CTI
- Cisco ICM, Genesys
- Web Services, HTTP/XML
- Database via SQL, JDBC/ADO.NET (MS SQL Server, Oracle, Informix)
- SAP/CIC/AMC Connector
- Fax
- Reporting
- Cisco IP Dialer, Email Manager, and Unity experience is a plus
- Experience in hybrid of enterprise level IP and TDM environments is a plus
- Knowledge of Workforce Management fundamentals and related contact center solutions such as contact recording and quality monitoring, speech analytics, and other
- Experience wiring, configuring, installing, testing and troubleshooting data/voice networks, including: switches, routers, gateways and servers in a TCP/IP environment
- Experience with Windows Servers and Windows desktop Operating Systems
- Hands-on experience managing complex technical projects and good understanding of project management best practices and various methodologies
- Posses at least one of the following Certifications: Cisco CCNA, CCNP, CCIE, Microsoft MCTS
Regards,
Sanjay Kumar
COMNet Group Inc.
Phone: 847-458-8281
Email: kumar@comnetgroup.com
http://www.comnetgroup.com
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