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Contact Center Engineer

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Company: Balancepoint

Location: Denver, CO

Date Posted: August 21, 2014

Source: Dice

BalancePoint is looking for a talented Contact Center Engineer for our valued client in Lakewood. Responsibilities Designing and implementing improvements to our Contact Center Infrastructure and call flows based on business needs Working with other members of the team to ensure application performance and system availability service levels are consistently met Leading major projects from design through implementation Including planning, scheduling, and coordinating all aspects of the project Providing 3rd level support of the full Contact Center infrastructure including IVR, call scripting, call recording, workforce management and the agent desktop application Collaborating with other teams to provide excellent customer service to our call center departments (some of which operate 24x7x365) Coordinating efforts with internal security personnel to implement and maintain security policies in the Contact Center systems Required Skills Minimum 6 years of experience administering Cisco VoIP products in an enterprise environment Minimum 4 years of experience creating, implementing, and ...

BalancePoint is looking for a talented Contact Center Engineer for our valued client in Lakewood. Responsibilities Designing and implementing improvements to our Contact Center Infrastructure and call flows based on business needs Working with other members of the team to ensure application performance and system availability service levels are consistently met Leading major projects from design through implementation Including planning, scheduling, and coordinating all aspects of the project Providing 3rd level support of the full Contact Center infrastructure including IVR, call scripting, call recording, workforce management and the agent desktop application Collaborating with other teams to provide excellent customer service to our call center departments (some of which operate 24x7x365) Coordinating efforts with internal security personnel to implement and maintain security policies in the Contact Center systems Required Skills Minimum 6 years of experience administering Cisco VoIP products in an enterprise environment Minimum 4 years of experience creating, implementing, and maintaining call flows in UCCEICM Minimum 2 years of experience creating, implementing, and maintaining scripts in CVP Excellent technical problem-solving skills Excellent collaboration skills works well will colleagues Experience trainingmentoring less experienced team members Experience managing large projects and balancing responsibilities of multiple projects Cisco, UCCE/ICM, CVP

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