Wipro Technologies
IVR Engineer
Wipro Technologies, Tampa, Florida, us, 33646
Contact Center IVR EngineerHere we grow again!Wipro is seeking individuals who combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team.Wipro is a leading global IT solutions and services company with over 200,000 dedicated employees serving clients across more than 66 countries.We offer a strong compensation package that includes competitive pay and day one benefits. Wipro also offers many opportunities for career advancement within our engaging and exciting culture.Work Location:
100% remote (Note – If you reside in the Tampa area this role is hybrid)Work Authorization:
USC and Green Card onlyRelocation:
No relocationResponsibilities:
Telephony AnalysisIVR EngineeringCisco Contact Call Center EngineeringKey Duties:Configuring/Developing and troubleshooting Cisco IVR call flows using Java, VXML, VVB, ICM, and CVP scripts.Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud-based AI solutions.Client facing skills, interfacing directly with customers on IVR design, call flow, adds/changes.Installing, upgrading, and patching of Cisco Contact Center Enterprise and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows.Reflecting all deployment changes in LLD and configurations.Logging, tracking, and updating issues and support cases.MUST Haves:
Configuring/Developing and troubleshooting Cisco IVR call flows using
Java, VXML , VVB, ICM, and CVP scripts.Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud-based AI solutions.Client facing skills, interfacing directly with customers on IVR design, call flow, adds/changes.Installing, upgrading, and patching of Cisco Contact Center Enterprise and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows.Reflecting all deployment changes in LLD and configurations.Logging, tracking, and updating issues and support cases.Minimum education: High School or equivalent.Telecommunication Industry Experience.Cisco Contact Call Center Analyst Experience.IVR Engineering.Cisco Certifications highly desired.Pluses:
Writing descriptions of business needs and business program functions, including creating process and data flow diagrams, workflow diagrams, test scripts, training curriculum, and quality assurance/audit procedures.Drafting raw curriculum to support development of training materials relevant to the approved client business processes.Prefer knowledge of enterprise modeling applications, such as Enterprise Architect, ProVision and/or other modeling and/or languages, including UML.
#J-18808-Ljbffr
100% remote (Note – If you reside in the Tampa area this role is hybrid)Work Authorization:
USC and Green Card onlyRelocation:
No relocationResponsibilities:
Telephony AnalysisIVR EngineeringCisco Contact Call Center EngineeringKey Duties:Configuring/Developing and troubleshooting Cisco IVR call flows using Java, VXML, VVB, ICM, and CVP scripts.Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud-based AI solutions.Client facing skills, interfacing directly with customers on IVR design, call flow, adds/changes.Installing, upgrading, and patching of Cisco Contact Center Enterprise and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows.Reflecting all deployment changes in LLD and configurations.Logging, tracking, and updating issues and support cases.MUST Haves:
Configuring/Developing and troubleshooting Cisco IVR call flows using
Java, VXML , VVB, ICM, and CVP scripts.Design/Deploy UCCE Virtual Agents utilizing Dialogflow, direct API calls, etc. to cloud-based AI solutions.Client facing skills, interfacing directly with customers on IVR design, call flow, adds/changes.Installing, upgrading, and patching of Cisco Contact Center Enterprise and Cisco Collaboration solutions, Call Manager, WebEx, Unity Connection.Implementing and following High Level Design (HLD) for Telecom/IVR projects and detailed IVR call flows.Maintaining Production IVR flow Low Level Diagrams (LLD)/call flows.Reflecting all deployment changes in LLD and configurations.Logging, tracking, and updating issues and support cases.Minimum education: High School or equivalent.Telecommunication Industry Experience.Cisco Contact Call Center Analyst Experience.IVR Engineering.Cisco Certifications highly desired.Pluses:
Writing descriptions of business needs and business program functions, including creating process and data flow diagrams, workflow diagrams, test scripts, training curriculum, and quality assurance/audit procedures.Drafting raw curriculum to support development of training materials relevant to the approved client business processes.Prefer knowledge of enterprise modeling applications, such as Enterprise Architect, ProVision and/or other modeling and/or languages, including UML.
#J-18808-Ljbffr