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Ovation Workplace Services Inc.Thornhill, ON, Canada
7 days ago
Job type
Full-time
Job description
Job Description
Job Description
Job Title : ICM / CVP Software Engineer
Overview : We are seeking an ICM / CVP Software Engineer with expertise in Cisco’s contact center infrastructure approach, products, and technologies, including UCCE (Unified Contact Center Enterprise), CUCM (Cisco Unified Communications Manager), and CVP (Customer Voice Portal). The ideal candidate will have a strong background in designing, implementing, and modifying call flow functionalities using CVP Studio and UCCE scripts to enhance customer experience and operational efficiency.
Key Responsibilities :
Develop, configure, and optimize Cisco’s contact center solutions, including UCCE, CUCM, and CVP, to meet business requirements and operational objectives.
Design and customize call flow functionalities using CVP Studio and UCCE scripts to create efficient IVR (Interactive Voice Response) applications and routing strategies.
Collaborate with stakeholders to gather requirements, conduct system analysis, and design scalable and resilient contact center solutions.
Provide technical expertise and support for the implementation and integration of Cisco’s contact center infrastructure components.
Troubleshoot and resolve technical issues related to Cisco’s contact center applications and platforms, ensuring high availability and performance.
Stay updated with industry trends and advancements in contact center technologies, recommending and implementing innovative solutions.
Qualifications :
Extensive expertise in Cisco’s contact center infrastructure approach, products, and technologies, including UCCE, CUCM, and CVP.
Proven experience in designing, developing, and modifying call flow functionalities and scripts using CVP Studio and UCCE.
Strong understanding of telephony and contact center technologies, including IVR applications and call routing strategies.
Hands-on experience with system integration, API management, and troubleshooting complex technical issues.
Effective communication skills with the ability to collaborate with diverse teams and stakeholders.
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).