IVR Engineer

at  Wipro Limited

Overview:
Contact Center IVR Engineer
Here we grow again!
Wipro is seeking individuals who combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team.
Wipro is a leading global IT solutions and services company with over 200,000 dedicated employees serving clients across more than 66 countries.
We offer a strong compensation package that includes competitive pay and day one benefits. Wipro also offers many opportunities for career advancement within our engaging and exciting culture.
100% remote (Note – If you reside in the Tampa area this role is hybrid)
Work authorization: USC and Green Card only
No relocation

Here are some responsibilities of a IVR Cisco Contact Center Enterprise Engineer:

• Telephony Analysis
• IVR Engineering
• Cisco Contact Call Center Engineering

And, here is what you will be doing…

• Configuring/Developing and troubleshooting Cisco IVR call flows using Java, VXML, VVB, ICM, and CVP scripts.
• Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud based AI solutions.
• Client facing skills, interfacing with directly customers on IVR design, call flow, adds/changes.
• Installing, upgrading, and patching of Cisco Contact Center Enterprise (NO equivalent at this time) and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.
• Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.
• Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows
• Reflecting all deployment changes in LLD and configurations
• Logging, tracking, and updating issues and support cases.

MUST Haves:

• Configuring/Developing and troubleshooting Cisco IVR call flows using Java, VXML, VVB, ICM, and CVP scripts.
• Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud based AI solutions.
• Client facing skills, interfacing with directly customers on IVR design, call flow, adds/changes.
• Installing, upgrading, and patching of Cisco Contact Center Enterprise (NO equivalent at this time) and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.
• Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.
• Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows
• Reflecting all deployment changes in LLD and configurations
• Logging, tracking, and updating issues and support cases.
• Minimum education High School or equivalent
• Telecommunication Industry Experience
• Cisco Contact Call Center Analyst Experience
• IVR Engineering
• Cisco Certifications highly desire

Pluses…

• Writing descriptions of business needs and business program functions, including creating process and data flow diagrams, workflow diagrams, test scripts, training curriculum, and quality assurance/audit procedures.
• Drafting raw curriculum to support development of training materials relevant to the approved client business processes.
• Prefer knowledge of enterprise modeling applications, such as Enterprise Architect, ProVision and/or other modeling and/or languages, including UML.

Roles & Responsibilities:
Experience in

Here are some responsibilities of a IVR Cisco Contact Center Enterprise Engineer:

• Telephony Analysis
• IVR Engineering
• Cisco Contact Call Center Engineerin

And, here is what you will be doing…

• Configuring/Developing and troubleshooting Cisco IVR call flows using Java, VXML, VVB, ICM, and CVP scripts.
• Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud based AI solutions.
• Client facing skills, interfacing with directly customers on IVR design, call flow, adds/changes.
• Installing, upgrading, and patching of Cisco Contact Center Enterprise (NO equivalent at this time) and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.
• Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.
• Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows
• Reflecting all deployment changes in LLD and configurations
• Logging, tracking, and updating issues and support cases