Basic Information

Ref Number


Last day to apply


Primary Location




Job Type

Digital Solutions

Work Style


Description and Requirements

  • 2-7 years contact center experience.

  • Contact Center Design and Support: Cisco Collaboration, Contact Center, Call flows, Gateways.

  • Extensive knowledge/experience with Cisco TDM/ IP voice systems and components.

  • Hands-on configuration and troubleshooting experience on Call Flows, ICM scripts, CVP, Finesse, outbound dialers, HDS DB, SIP, MRCP

  • Experience in Integration and Troubleshooting in Cisco: UCCE-ICM script Editor, UCCX, Finesse desktop, CVP-IVR, Multichannel - Chat, email, Outbound Dialer, Elements, ASR, TTS.

  • Experience with SIP Proxy Servers, Customer Voice Portal (CVP) and VXML gateways.

  • Experience in other Related technologies is a plus: Windows, Linux, VMWare, Microsoft SQL, MySQL, PostgreSQL, C#, Java, Python, HTML Javascript and CTI/ IVR and Other Tools integrations with 3rd party APis and Databases

  • Experience of working in a managed services environment and working knowledge of ITIL Service Operations processes including Incident Management, Change Management, Event Management, Problem Management, and Request Fulfillment

  • Experience supporting multiple OEM environments or mid-migration environments and Drive OEM and 3rd party vendors for the resolution of Case/Problem like Cisco, AVAYA.

  • Good verbal and written communicator.

  • Assertive and driven to excel.

Additional Job Description

  • Configure cloud-hosted contact center software

  • Set up Queues

  • Add Agents

  • Build and Align Prompts

  • Design Call flows with conditional logic

  • T/S IVR flows that could integrate with API’s and 3rd party DB

  • T/S CTI Gadget that could integrate with APIs and 3rd party DB

  • T/S Other Utilities and Reporting app which also ingest APIs and DB

  • T/S DB schema and Import and Export Databases

  • T/S Rest APIs and DB connection

  • T/S  and Test agent scripting

  • T/S reports, Wallboard, score cards for end users