Location: St. Louis, MO, United States Minor Outlying I
Date Posted: 27-07-2016
Duration of role will be through November so approx. 4 months. Local and out of town candidates welcome.
Worker would come onsite for first week, company paid, to train, then work remotely unless needed on-site.
IT Services has a temporary opening for Cisco IPT and Contact Center Support Analyst. Seeking 2-3 years of solid contact center scripting experience. Will perform Level 1 and Level 2 troubleshooting on a wide variety of Cisco Voice systems.
Contact Center Technology Support Analyst will be responsible for performing all Level 1 / Level 2 break/fix support, moves adds, and changes (ICM, CAD, CUIC, CM, Unity). This position will answer customer support questions via calls and tickets, conforming to the SLAs that have been communicated customers.
This position will be required to provide support as part of an on-call rotation, covering Contact Center Technology. The Contact Center Support Analyst will diagnose and resolve issues escalated from customer base.
· Strong written and verbal communication skills.
· Strong ticket management skills (ServiceNow)
· Strong end-to-end troubleshooting skills
· Minimum two years of experience in Contact Center technology and application support team in a large / complex system environments.
· Experience supporting key multi-channel contact center technologies and integration such as but not limited to: Email, Inbound Voice and Outbound Voice.
Must Requirement (Skills/Tools):
Cisco Contact Center Enterprise (UCCE)
· Setting up agent IDs
· Using Agent Desktop
· Setting contact agents in Cisco Configuration Manager
· Scripting experience with Script Editor (to write scripts for the toll-free lines)
Cisco UC
· Setup and troubleshooting Cisco Communication Manager, Unity and Extension Mobility
Optional (can be trained):
· NICE/IEX Experience
· Telsoft Experience
· ServiceNow Experience
· Cisco EIM or eGain Experience
The Timberline Group
Phone: 636-209-5537
PO Box 565, Sullivan, Mo 63080
"Delivering quality solutions through quality people"
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