Computer Telephony Integration - cti

Permanent/Fulltime & Onsite

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.

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.