Senior Contact Center Solutions Engineer

Role : Webex CC Developer

Experience : 10+ Years

Location : Remote

JD :

• As a Senior Applications Developer, this position partners with customers to design and implement Cisco contact center applications and IVR call flows. Rather than focusing on infrastructure, this role centers on business logic and customer experience design, ensuring that self-service and agent-assisted interactions align with client requirements. Responsibilities
• Gathers requirements and designs complete contact center solutions for various Cisco contact center products
• Discuses, designs, and develops contact center call flows and complex self-service IVR applications o Experience with the following applications preferred : Webex Contact Center, Customer Voice Portal (CVP), Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Express (UCCX)
• Designs Voice User Interface (VUI) logic for ASR applications
• Provides direction to a technical team to ensure consistency and interoperability between solution components
• Provides high quality written documentation for all application requirements, designs, validation, and as built
• Performs reporting assessments and conducts mentoring sessions
• Updates and enhances internal documentation templates
• Leads project meetings and discovery sessions with contact center managers and supervisors, with technical expertise and the ability to quickly address customer questions real-time, without delay
• Explores new features and gains experience with latest versions of Cisco applications and provide internal feedback, documentation and training
• Customers are located around the world. Project tasks and deliverables are typically worked during customer’s local business hours, though sometimes out-of-hours work will be necessary. Required Qualifications
• Requires a BA or BS Degree, preferably a technical degree
• Eight or more years of experience in Contact Center Application Development or applicable industry experience
• Excellent written and verbal communication skills
• Exceptional client relationship skills
• Ability to work in a delivery environment with structured processes and flexible timelines
• Experience with a diagramming tool like Visio, Matlab, LabView, etc.
• Familiarity and exposure to any Cisco 3rd party products (i.E., Calabrio, eGain, Nice, Nuance, etc.)
• Experience with a major programming language like Java, C# or SQL query and stored procedures
• Knowledge in Google DialogFlow or any conversational platforms
• Must be a team player, willing to learn new technologies and be flexible to work outside of regular business hours