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
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.
If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.
Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.