Cisco ICM/CVP technical Analyst

Overview

On Site
Up to $60
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

cisco ICM
CVP
Cisco Intelligent Contact Management (ICM)

Job Details

Job Title: Cisco ICM/CVP Technical Role

Job Summary: The Cisco ICM/CVP Technical engineer responsible for the documenting, designing Cisco Intelligent Contact Management (ICM) and Cisco CVP call flows within NextEra Energy's Florida Power & Light (FPL) call center. This role ensures the documentation and design of current contact center solution to support the company's customer service efforts to migrate to Amazon Connect.

Key Responsibilities:

Document and design Cisco ICM/CVP call flows to support the migration to Amazon Connect routing.

Collaborate with other IT teams, stakeholders, and vendors to implement new call routing design to support our migration to Amazon Connect.

Develop and maintain documentation, including system configurations, and user guides.

Analyze contact center call flows and to identify trends, issues, and opportunities for improvement.

Participate in design planning and testing to ensure business continuity..

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field.

Proven experience in configuring, administering, and troubleshooting Cisco ICM and CVP.

Strong understanding of contact center processes, workflows, and call routing.

Excellent analytical, problem-solving, and communication skills.

Ability to work independently, manage multiple priorities, and meet deadlines.

Certification in Cisco ICM/CVP or other relevant Cisco technologies is required.

Preferred Skills:

Experience with other contact center technologies, such as Cisco Unified Communications Manager or UCCE. Knowledge of scripting and programming languages, such as SQL, Perl, or Java.

Familiarity with network protocols and telecommunications systems.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.