Contact Center Engineer: AI & Cisco Expert

Ameriprise Financial Services, LLC; Minneapolis (MN); Vor Ort; USD 120.000 - 147.000; Vollzeit

Zusammenfassung

Ameriprise Financial is seeking a seasoned Contact Center Engineer to design, implement, and optimize enterprise contact center technologies. You will work with Cisco UCCE, CVP, Google Dialogflow CX, and Webex Contact Center to deliver AI-driven customer experiences.

You will partner with stakeholders to gather requirements and translate them into scalable contact center solutions, including IVR, self-service, routing, and fraud-detection features.

Qualifikationen

• Bachelor's degree in computer science, information technology, engineering, or equivalent experience.
• 5+ years of experience supporting and engineering Cisco Contact Center solutions.
• Strong hands-on experience with Cisco UCCE and/or PCCE environments.
• Experience with Cisco Customer Voice Portal (CVP) and VXML-based IVR applications.
• Experience with voice authentication, fraud detection, and voice biometrics platforms.
• Experience with Webex Contact Center administration, implementation, or architecture.
• Experience integrating contact center platforms and enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies.
• Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation of contact center and customer experience solutions.
• Experience gathering business requirements and translating them into technical designs and deliverable solutions.
• Hands-on experience with Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms.

Aufgaben

• Design and implement Cisco UCCE, CVP, and Dialogflow CX solutions.
• Develop integrations between contact center platforms and enterprise systems.
• Collaborate with stakeholders to translate business needs into technical designs.
• Support AI-driven conversational experiences and intelligent virtual agents.
• Implement IVR, self-service, routing, and customer engagement features.
• Assist migration from traditional IVR to modern AI-enabled solutions.
• Tune voice biometrics, fraud detection, and authentication mechanisms.
• Provide testing, deployment planning, and production readiness activities.

Kenntnisse

Analytical thinking

Troubleshooting

Problem solving

Stakeholder communication

Technical collaboration

Ausbildung

Bachelor's degree in CS/IT/Engineering

Tools

Cisco UCCE

PCCE

CVP

Webex Contact Center

Dialogflow CX

REST APIs

JSON

SQL

Python

PowerShell

JavaScript

HTML

Jobbeschreibung

Ameriprise Financial is seeking a seasoned Contact Center Engineer to design, implement, and optimize enterprise contact center technologies. You will work with Cisco UCCE, CVP, Google Dialogflow CX, and Webex Contact Center to deliver AI-driven customer experiences.

You will partner with stakeholders to gather requirements and translate them into scalable contact center solutions, including IVR, self-service, routing, and fraud-detection features.