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Job Title: Applications Engineer, Contact Center
Status: Full-time
Job Location: Remote (30-40% travel required)
Job Summary:
ShoreGroup is expanding its Contact Center practice and is actively seeking candidates who have demonstrated progressive experience in the design, build, deployment and project management of contact center solutions.
- Job Duties and/or Requirements:
- Broad experience with Cisco Unified Communications architectures including:
- ICM scripting and routing
- UCCE/IPCC and CallManager
- PGs
- CVP standalone and enterprise
- Broad experience with at least 2 of the following:
- Cisco custom report development
- CTI OS/CAD custom development
- Cisco outbound integration
- Cisco e-mail (E-mail manager/E-Gain)
- Cisco Web Collaboration
- IPTEL (Cisco IOS and UCCM)
- Knowledge and/or Skill Requirements:
- Broad experience with design, implementation and management of complex Cisco Unified Communications architectures
- Strong technical, client and people management skills
- Minimum 8 years experience in design or implementation lead roles for large multi-site contact centers
- Experience performing QA, oversight and estimation of complex remote projects
- Candidate must possess knowledge of Contact Center Reporting metrics and be able to define customer-based requirements
- Candidate should be able to develop requirements and manage all phases of a project from Pre-Sales through Technical Assistance Center (TAC) handoff, including development of Visio drawings, configuration spreadsheets and IOS dependencies
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