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    UCCE Finesse Voice Specialist - Denver, United States - ITmPowered, LLC

    ITmPowered, LLC
    ITmPowered, LLC Denver, United States

    2 weeks ago

    ITmPowered, LLC background
    Description
    Voice Solutions Specialist – UCCE Finesse – ITmPowered

    The Voice Solutions Specialist is a dependable Team Member in Voice operations and administration. Well versed in ACD – Contact Center, Complex Voice Systems, Design and Analysis. Solid knowledge of UCCE and Finesse 12 capabilities and configurable solutions in UCCX, CUCM, UCCE, RMCM suite. Highly customer focused, passionate in helping customers with their telephony and phone tree solutions design and testing. Enjoys training user on how to use UCCE Finesse solutions. Versatile, organized and detail oriented with a commonsense approach, using excellent communication skills for team collaboration.

    Customer Satisfaction of both internal and external customers is the ultimate goal Work directly with lines of business to understand requirements and solutions.


    Responsibilities:
    Work with business groups, leaders, teams, and users across the enterprise to deliver Cisco UCCE services.

    Finesse user administration UCCX, UCM, RMCM, CSQ. Configure agent and supervisor credentials and access.


    Cisco Unified Call Manager Administration – provision new Agents and Supervisors to Call Manager and enable for Unified CM, IM, and Presence.

    Associate devices, set controls and IPCC extensions. Set permissions and access control groups (CCM, CTI). Configure device associations and import users into UCCX, RMCM, CUCM. Configure user management and Add agents to teams in UCCX

    UCCX Administration – configure supervisors, agents, skills, CSQ, and Teams. Agent selection and configuration in UCCX Subsystems, RMCM, and Resources. Manage users agents, supervisors access and privileges. Skills creation and team assignment. Setup Cisco Finesse Agent User Login and configuration; UserID, password, and agent extensions. Configure scripts and enable call flows. Create service queues, set wrap up times, service levels and percentages, skills / competencies, and resource selection criteria.

    Performs configuration support, and MACDs for Phones, Users, Agents, supervisors and managers.

    Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution

    Troubleshoot UCCX Agent Login Issues

    Cisco IP Telephony maintenance and contact center scripting for Call Manager, Cisco Unity, UCCX.

    Troubleshoot UCCE issues including reading logs, pulling logs from server platform; ability to coordinate problem resolution efforts with multiple resources (Vendors, Customers, IT)

    Administration of finesse, UCCX, UCM, RMCM, CSQ,

    Create and manage system user profiles including access limitations and display settings

    Finesse Administration and application support Gadgets, Layout, and UI Flows.

    Agent and Supervisor Login, Credentials, CUCM, Skills provision, console – configure, troubleshoot, support

    Leverage your understanding of UCCE and Finesse 12 application capabilities.


    Skill and Experience:
    Experience administering Cisco CUCM, CUC, UCCX, UCCE, and Finesse solutions.

    Experience with Agent Administration, configuration, troubleshooting, and support.

    Experience provisioning, setup, and support of Agents, supervisors, skill, CSQ's,

    End User support experience

    Experience with Finesse Gadgets

    Experience with CUIC and CUIC Reports

    Strong communication ability with technical and nontechnical partners

    Ability to work well with teams to complete voice engineering projects.

    Initiative and ownership of assignments

    Nice to have Desired Skills:
    Finesse Gadget Programming/Deployment (JavaScript programming for Finesse desired)

    XML programming for Finesse


    LOGISTICS:
    Remote Work in Denver (candidate must reside in Colorado / no relocation provided).

    COVID-19 Vaccine and Booster Required – OR provide valid medical exemption.

    Must be able to successfully pass a 12-panel drug screen, 10-year background check, employment verification.

    Must be a current US Citizen or valid Green Card holder. No need for visa now or in future.

    W2 only – No sub vendors. Sponsorship NOT available.

    Must have direct contact information on resume (phone / email) to be considered.

    #J-18808-Ljbffr
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