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Cisco ICM / Cisco IPCC Enterprise technologies
Cisco SupportMake a list of what you want to know, what you need to know, and what you already know about this subject ..... Organizational Relationships:
Reporting to the Telecom Engineering Manager, this position will play a key role in the development and implementation of Cisco ICM / Cisco IPCC Enterprise technologies and development of strategies. Closely works with ServiceMaster Business Unit Liaison and designated groups in the development and implementation of business solutions.
Position Overview:
• Under the general direction of the Engineering Group Manager, the ICM/IPCC Engineer will be part of a team responsible for the development and implementation of the call routing architecture and strategy for the organization.
Cisco Systems Vpn ClientCisco certification candidates, particularly CCNA candidates, must master binary math. This includes ..... • This individual should be skilled in overall voice technology and have specific expertise in several areas including Cisco IPCC/ICM Advanced Routing, IP IVR including Speech Recognition, CTI, and Windows 2000 & 2003 Server. Knowledge of IEX workforce management systems, agent scripting tools, and Cisco Outbound Options/Cisco Predictive Dialer system is a benefit.
• Lead & manage multiple projects including implementation and growth of enterprise architecture.
• Ensure system stability to meet high availability needs through proper system maintenance and change management in a multi-customer environment.
• Articulate design concepts and standards to IT Management, engineering staff, and support personnel.
• Coordinate the introduction and deployment of new concepts globally across distributed computing, voice services, transport services, network operations center, and call center technologies organizations.
• Provide IPCC/ICM & reporting expertise, as well as Tier III technical support to internal design, implementation and support teams.
• Document design concepts that are developed including call flow schematics, high level implementation project plans including time lines, budgets, steps required, milestones, resources, along with equipment and software requirements.
• Research, Design, and Test new products/software versions in Lab Environment.
• Stay current in field of expertise through use of training and self study materia
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