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
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No relocation
Here are some responsibilities of a IVR Cisco Contact Center Enterprise Engineer:
- Telephony Analysis
- IVR Engineering
- Cisco Contact Call Center Engineering
• 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
- 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: