Job Title: Cisco ICM/IPCC Analyst
Miami FL
1 year Contract
Job Summary: The Cisco ICM/IPCC Analyst is responsible for the configuration, administration, maintenance, and troubleshooting of Cisco Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) systems within clients Office. This role ensures the efficient operation of contact center solutions to support the company's customer service efforts.
Key Responsibilities:
Configure, administer, and maintain Cisco ICM/IPCC systems to support the needs of the contact center.
Monitor system performance, troubleshoot issues, and provide timely resolutions to ensure optimal functionality.
Collaborate with other IT teams, stakeholders, and vendors to implement new features, upgrades, and solutions.
Develop and maintain documentation, including system configurations, user guides, and troubleshooting procedures.
Analyze contact center data and performance metrics to identify trends, issues, and opportunities for improvement.
Provide support for system users, ensuring they are trained and able to effectively utilize Cisco ICM/IPCC tools.
Participate in disaster recovery planning and testing to ensure business continuity.
Stay updated with industry trends, best practices, and new technologies related to Cisco ICM/IPCC and contact center solutions.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field.
Proven experience in configuring, administering, and troubleshooting Cisco ICM and IPCC systems.
Strong understanding of contact center processes, workflows, and metrics.
Excellent analytical, problem-solving, and communication skills.
Ability to work independently, manage multiple priorities, and meet deadlines.
Certification in Cisco ICM/IPCC or other relevant Cisco technologies is preferred.
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.
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