Computer Telephony Integration - cti

SmartRecruiters, Inc.; Minneapolis (MN); On-site; USD 90,000 - 130,000; Full time

Job summary

E*Pro Consulting is seeking an experienced CTI/UC engineer to work within Cisco UCCE environments. The role covers CTI solution design, development and integration with contact center architectures.

You will implement and optimize ICM scripting, administer ICM components, and generate real-time and historical reports. Knowledge of Cisco CVP, CUCM, CUIC and CRM integrations (Salesforce, Pega) is required.

Qualifications

• CTI solution design, development and maintenance.
• Integration of CTI to contact centre architecture.
• CRM integrations with CTI solutions such as Salesforce, Pega.

Responsibilities

• Worked with Cisco UCCE (Unified Contact Center Enterprise).
• Familiarity with Cisco IP Telephony applications: CVP, ICM, CUIC, Enterprise call routing.
• Knowledge of Cisco CUCM platform.

Skills

CTI design

ICM scripting

SQL knowledge

Salesforce integration

Cisco CUCM

Job description

E*Pro Consulting service offerings include contingent Staff Augmentation of IT professionals, Permanent Recruiting and Temp-to-Hire. In addition, our industry expertise and knowledge within financial services, Insurance, Telecom, Manufacturing, Technology, Media and Entertainment, Pharmaceutical, Health Care and service industries ensures our services are customized to meet specific needs. For more details please visit our website www.epro-tech.com.

Job Description

Job Description:

• Worked with the Cisco UCCE (Unified Contact Center Enterprise) environment.
• Familiarity with implementation of Cisco IP Telephony applications including CVP(Cisco Voice portal),ICM (Cisco Intelligent Contact Manager) ,CUIC, Enterprise call routing
• Knowledge of the Cisco CUCM (Cisco Unified Communications Manager) platform.

Qualifications

Subject matter expertise in Computer Telephony Integration (CTI) :

• CTI solution design, development and maintenance
• Integration of various CTI solutions to the contact Centre architecture
  
• Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega etc.
  

Hands on with Intelligent Contact Management (ICM) :

• ICM scripts development and enhancement
• Administration of ICM components and tools
  
• Creation and maintenance of ICM queries (SQL knowledge required)
  
• Generation of ICM historical and real time database reports
  
• Perform ICM scripting and configuration
  
• Knowledge of call center operational dynamics related to CTI (Computer Telephony Integration),Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues
• Integration of custom-developed and 3rd-party provided software, IVR (Interactive Voice Response), Call Center and data base integration with the Cisco IP Telephony infrastructure.

Additional Information

Year of Experience: 5 to 8 years