Cisco Contact Center

Location: Troy, MI.
Domain: Banking.
Position # 1: Cisco Contact Center - Architect
Type of hire: Direct W2/ C2C
Experience: 10 to 15 years
About the Opportunity:
We are seeking a highly skilled Architect with area of expertise in Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications. The ideal candidate will play a vital role in the successful design of the overall architect for implementation, upgrade, and functionality test of the above solutions and adjuncts. This individual must possess strong technical knowledge in designing solutions with a customer-centric approach.
Responsibilities:

• Lead and contribute to the overall solution designing for Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
• Optimize the contact center solution to driver organizational objectives.
• Create architectural solution documents, LLD, HLD and define implementation phases for execution.
• Collaborate with stakeholders to understand business requirements and design the solution documents accordingly.
• Follow industry standards and best practices to develop an effective solution that provides high-availability and scalable solutions to support future growth strategy.
• Work alongside the delivery team to coordinate with OEMs/ vendors to streamline the implementation process.
• Evaluate interoperability between various products, OEMs and propose accurate version to be implemented.
• Assist the delivery team as and when they need support on design related questions.
• Participate with delivery team to troubleshoot technical issues and provide solutions during the implementation phase.
• Oversee quality assurance processes to identify and address any issues during the implementation phase.
• Participate in UAT with the customer to ensure the solution meets their expectations.
• Provide post-implementation support for ongoing issues and deliver a positive user experience.
• Collaborate with the delivery and support team to deliver exceptional customer service and resolve technical issues effectively.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or equivalent.
• Proven experience in solution designing of Cisco Contact Center solutions CUCM, UCCE, UCCX along with integration with NICE Quality management, Workforce Management, Outbound Dialer, IVR and 3rd party applications.
• Strong understanding of contact center technologies, telephony, and 3 rd -party application integrations.
• Project management skills with the ability to manage multiple tasks and deadlines.
• Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
• Self-motivated and capable of working independently with minimal supervision.
• Flexibility with work timings to align with customer's working hours and project delivery timelines.
• Certifications in Cisco Contact Center, CUCM, UCCE, UCCX or related technologies are an added advantage.

Position # 2: Cisco Contact Center IVR Developer
Headcount: 1
Type of hire: Direct W2/ C2C
Experience: 8 to 12 years
About the Opportunity:
We are seeking a highly skilled professional with experience of Cisco Contact Center IVR development, self-service, its implementation, migration nd integrations. The ideal candidate will play a vital role in consultation, development, consolidation, implementation, migration and integration of IVR application. This individual must possess strong technical knowledge in Cisco IVR Contact Center product along with integration with CRM and banking applications etc.
Responsibilities:

• Lead and contribute to the overall solution designing for Cisco IVR application consolidation and development.
• Implementation, migration and optimization of Cisco IVR application, self-service and integrations .
• Coordinate with internal teams and external vendors to streamline the implementation process.
• Follow change management processes to execute the implementation steps.
• Troubleshoot technical issues and fix issues during the implementation phase.
• Perform end-to-end project implementation, ensuring adherence to timelines.
• Oversee quality assurance processes to identify and address any issues during the implementation phase.
• Perform thorough testing to ensure each function and feature is working as expected.
• Participate in UAT with the customer to ensure the solution meets their expectations.
• Provide post-implementation support for ongoing issues and deliver a positive user experience.
• Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or equivalent.
• Proven experience in Cisco IVR development, self-service, its implementation and integrations in Contact Center environment .
• Strong understanding of contact center technologies, telephony, and 3 rd -party application integrations.
• Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
• Self-motivated, muti-tasking and capable of working independently with minimal supervision.
• Flexibility with work timings to align with customer's working hours and project delivery timelines.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.