UCCE Architect Job Listing at Insight in Seattle, WA

Retail, Business Services

UCCE Architect
Location: Seattle, WA
Other Locations: Birmingham, AL, Tempe, AZ, Costa Mesa, CA, Cupertino, CA, El Segundo, CA, Long Beach, CA, Los Angeles, CA, Monterey, CA, San Diego, CA, San Francisco, CA, San Jose, CA, Colorado Springs, CO, Denver, CO, Washington, DC, Jacksonville, FL, Miami, FL, Orlando, FL, Tallahassee, FL, Tampa, FL, Atlanta, GA, Chicago, IL, Kansas City, KS, New Orleans, LA, Boston, MA, Cambridge, MA, Waltham, MA, Minneapolis, MN, St. Paul, MN, St. Louis, MO, Charlotte, NC, Durham, NC, Raleigh, NC, Trenton, NJ, New York, NY, Las Vegas, NV, Cincinnati, OH, Columbus, OH, Oklahoma City, OK, Philadelphia, PA, Pittsburgh, PA, Memphis, TN, Nashville, TN, Austin, TX, Dallas, TX, Houston, TX, Plano, TX, San Anotonio, TX, Texas, TX, Chantilly, VA, Reston, VA, Seattle, WA, Madison, WI
ID: 7780
# of openings: 1

Description

Consulting Architect - Contact CenterPosition
The Consulting Architect will provide consulting and implementation services at client sites. The qualified candidate will help guide customers through contact center strategic planning and needs assessment exercises, develop comprehensive contact center designs and effectively manage the deployment / implementation process through cutover and customer acceptance. The Consulting Architect will design and configure contact center applications using the Cisco suite of Unified Contact Center (UCCE / UCCX) Products. The ideal candidate must have the ability to analyze enterprise contact center business requirements, and the ability to design, develop and implement new technology based solutions. Experience with contact center best practices, key performance indicators /metrics and customer care applications is highly desirable. This position requires significant interaction with customer contact center and general management personnel.
Required Skills / Experience
* Minimum of five years related contact center experience
* Excellent client management resolution, problem solving, and troubleshooting skills
* Excellent verbal communications and written documentation skills
* Experience with customer contact flow analysis
* Cisco UCCE / UCCX scripting or similar contact center application scripting experience
* Cisco Customer Voice Portal (CVP) configuration and scripting - CVP Call Studio scripting experience
* CTI / CTIOS experience
* Cisco Unified Communications Manager configuration and troubleshooting experience
* CISCO Interaction Manager (CIM) {Web Collab, Chat, email}, a plus.
* Experience with CUIC or similar contact center reporting platforms
* Must be willing to travel up to 75%Desired Skills
* Administrative, development and integration skills on CRM platforms
* Maintenance & administration skills on any major contact center platform (Aspect, Avaya, Genesys, etc.)
* Knowledge of ASR/TTS configuration implementation
* Knowledge of voicemail, unified messaging, ACD and IVR systems
* General IP networking architecture (LAN/WAN)
* General OS platforms (VMware, Windows server, Unix, Linux, etc)
* Database – SQL, LDAP, AD, InformixEducation
* A bachelor’s degree in a technical discipline preferredPreferred Certifications
* Cisco Voice Certifications, CCIE, CCVP, CCNP, CCNA, MCSE

Insight is an Equal Opportunity Employer (EOE), M/F/D/V