IVR Call Center Engineer - Telecom

Role : IVR Call Center Engineer - Telecom

Location: New York NY

Duration: Long Term

• 5 years of experience in a large enterprise with design, development, administration, and maintenance of Nice CXOne Contact Center or similar experience
• Experience with UC and Contact Center best practices and process for design, deployment, and support
• Experience with UC and Contact Center migrations
• Background and knowledge of other Cloud and Premise UC/Voice solutions
• Strong understanding and experience designing complex call flows
• Working knowledge of modern HTML, Java and at least one major general-purpose programming language (C#, C++, Java, Javascript, Python, Perl)
• Familiarity with project and software development life cycles
• Strong troubleshooting and problem-solving skills
• Knowledge of networking principles, including TCP/IP, SIP, VoIP protocols.

• Active participant in setting agent and supervisor account
• Implementation, administration, troubleshooting and support CA OnDemand IVR call flow and call center
• support VoIP engineer
• Troubleshoot IVR and Call center issues
• Using Nuance speech engines for IVR speech recognition
• Development of the ICM Scripts and complex speech enabled applications, including developing web services calls.
• Update System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure. 8. Prepare documentation for CA OnDemand IVR processes.