Richfield MN
Engineers - 3 Openings (1 Sr. / 2 Mid Level)
12 month Contract
***Required: CCIE Voice-Certified or CCNP Voice-Professional or CCNA certified.
Job description:
Planning - Provide planning and project coordination assistance for ICM initiatives (day to day operations, upgrades, implementations, administration, testing)
including:
a. Gather, develop and convert business requirements into call-flow designs and ICM scripts, test call flows and scripting logic to verify that it meets the business requirements
b. Determine and establish business rules, skill groups, etc.
c. Translate business requirements into detailed system requirements for ICM, PBX, IVR, and carrier systems.
d. Participate in call routing optimization from cost and quality perspectives.
e. Coordinate ICM projects/initiatives and assist in development of project planning and implementation timelines for projects that include ICM and other Cisco UCCE components.
Documentation services Scripting Configuration - Review scripts to identify areas of opportunity for call routing optimization, review, tune-ups and scrubs of unwanted configuration information, including:
a. Analyze current Call Routing Scripts performance against key metrics (ASA, service level, abandons, utilization, etc.)
b. Measure and report on actual vs. objectives
c. Validate call routing formulas
d. Evaluate and document call routing for operational gaps/enhancement opportunities
e. Coordinate activities with the other departments and outside vendors regarding call flow development
f. Proactively identify problem areas
- Recommend, prioritize and implement improvements to formulas with deficiencies;
- Recommend, prioritize, and implement alternatives for agent availability and queuing Recommend, prioritize and implement improvements or alternatives to scripts to handle fluctuations in call volumes and/or agent resources
g. Enhance call tracking in routing scripts for data capture and reporting
h. Perform integrity checks and clean up
Design - Review and analyze script layouts to identify areas of opportunity to improve script design, including:
a. Consolidate or expand call types, numbers and scripts
b. Implement "go-to" and "call-type" script nodes for ease of administration and management
c. Design and implement new ICM scripts including scripts using advanced routing - for example, database lookup - with a focus on capturing reporting data and screen pops
d. Scripts for enhanced monitoring capabilities;
e. Designing and implementing Custom Functions for ease of Script formula management. A Custom Function represents an expression that can contain parameters that receive values when the function is called.
Operational Support - Review operations and identify opportunities to use ICM administrative scripts and ICM call routing scripts to improve control and redirect call delivery in situations where unexpected events and resource availability issues have occurred. Identify, resolve and report on the where, when and why of network default routing and other areas
including:
a. Identify design, and implement ICM administrative scripts to enhance the handling of opening/closing of centers, hours of operation, emergency conditions, ramp-up and ramp-down down times, outages such as VRUs, and peripheral gateway's and to provide default routing, redirection of calls from one skill group to another or from one ACD site to another with post-routing functionality.
b. Time of day and day of week script management.
Regards,
Shankar
248-522-6879
Technology consultanst inc
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