Contact Center Engineer in MINNEAPOLIS
Salary: $90K - $105K
Relocation: Will pay full relocation for right candidate
Travel: About 25% local Minnesota travel and possible travel to other locations in nearby states.
Fulltime Benefits: Major Medical/Dental/Vision, Vacation/Holiday/Sick time, 401K, LTD, AD&D, -
Interviewing
- If we request an in-person interview for out of town candidates, client will pay the travel expense.
- Our Recruiter Prescreen and Technical interviews will be completed over the phone. The final interview will most likely include 3+ hours in a client office location (face to face).
- We do have Video conference equipment in all client office locations which may help facilitate interview.
This is the MOST IMPORTANT DETAIL for the position
Key skill for the Contact Center Engineer position is IPCC – ENTERPRISE. Candidates are required to have this skill or they will be denied. We are also very picky (as you know! J) about call center design experience and scripting….looking for both. Lastly, a Cisco focus is key and VERY preferable over Avaya or Nortel, etc.
Responsibilities:
The incumbent of this position will:
• Perform client consultation: Plan, design, implement, and support IP-based call center solutions
• Develop and implement the technical architecture and physical design of the network
• Analyze the existing voice and data networks and recommend solutions
• Set up, configure, and test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager
• Assist Account Managers during the sales process by educating the customer on new technologies in the contact center arena
• Assist in the management of projects through Berbee's project management methodology
Qualifications:
• Minimum of three years related experience in networked voice and call center environments, with some experience in network engineering
• High-end experience in PBX and/or Call Center systems engineering experience as well as experience with IPCC - Enterprise
• Experience with call flow analysis
• ICM scripting or similar scripting experience preferred
• Programming experience
• Bachelor's degree in Computer Science, Engineering, or related discipline; equivalent experience acceptable
• Knowledge of voicemail, unified messaging, ACD and IVR systems, integration to CRM packages
• Knowledge of Java and/or VB Script a plus
• Ability to work weekends and/or off hours as necessary to meet clients' needs
• Willingness to travel up to 50%
• Ability to effectively communicate with clients and end users