EPRO Services, Inc.

Computer Telephony Integration - cti

Posted 3 Days Ago

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Minneapolis, MN, USA

In-Office

Senior level

Professional Services • Industrial • Manufacturing

The Role

Design, develop, configure, and maintain CTI solutions for Cisco contact center environments (UCCE/CCE). Build and administer ICM scripts, queries, and reports; integrate CTI with CRM platforms (Salesforce, Pega), IVR, and databases; support CUCM, CVP, CUIC and call routing to resolve contact center issues.

Summary Generated by Built In

Company 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

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.

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

Skills Required

5 to 8 years of relevant experience
Subject matter expertise in Computer Telephony Integration (CTI)
CTI solution design, development and maintenance
Integration of CTI solutions into contact center architecture
Integration of CTI with CRM systems such as Salesforce and Pega
Hands-on experience with Cisco UCCE / Cisco Unified CCE
Experience with Cisco Voice Portal (CVP) and CUIC
Knowledge and administration experience of Cisco Unified Communications Manager (CUCM)
ICM scripting 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
Experience integrating IVR, call center software, and databases with Cisco IP Telephony
Knowledge of call center operational dynamics related to CTI and enterprise reporting

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The Company

6 Employees

Year Founded: 2011

What We Do

EPRO Services, Inc. is a leading provider of superior waterproofing and contaminant protection systems designed to keep building structures dry and safe. Founded in 1993, the company specializes in building envelope protection, offering a comprehensive range of solutions including vapor intrusion mitigation, air barrier systems, and leak repair services for a variety of site conditions across the United States and Canada.