Job Title: IVR/ UCCE Engineer
Location: Redmond, VA
Do you enjoy working in an environment of smaller teams with fewer (or zero) levels of bureaucracy, where everyone is closer to one another and utilizes technology to maintain a work life balance? There is a future for you here in an environment where your skillset is not pigeonholed; you’re going to see and do many different things and you will get a chance to expand your horizons. Our growing company believes in a sense of community when providing our customers with innovative solutions, evolving education, and the highest standard of excellence. We strive to be the most trusted leader providing innovative technology solutions through valued partnerships with our customers. If you love technology and are ready to break the corporate mold to deliver the right solutions at the right time, utilizing the most cutting edge products and services, then N-ovation Technology Group is the company for you!
NTG is seeking a talented IVR/UCCE Engineer located in Redmond, WA. This position will be focused on the design and implementation of client’s IVR and UCCE.
Skills / Qualifications:
7+ years’ related Voice Engineer experience with Cisco IVR, CVP, UCCE (Cisco Unified Contact Center Enterprise), Cisco Unified Call Manager (CUCM), Cisco Unity and Unity Connection, Cisco Emergency Responder
XML scripting/programming within IVR is a Must Have
5+ years of IVR design and development experience
Java development experience
Must have CVP Studio development experience
Database and web service integration experience
Experience in documenting call flows using Visio
Expertise in Cisco Voice technologies
Being able to evaluate the call logs and the call flows
Working with the BA and working with nontechnical staff to explain IVR and the design
Issue resolution and management
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
MUST HAVE Custom IVR scripting within the CVP specific is needed Java is nice to have
They are not looking for common scripts that why they need someone to be able to write the IVR scripting within XML
It’s the automated scripting that helps the calls coming in be able to solve a problem by touching buttons
They want the customer to call into the call center and be more self-service so they need someone to do custom
Reviewing of XML scripts
Modifying and changing script itself and adding features to change behavior
Pulling data from databases from back-end and integration through IVR
Client’s initiative: Client’s Customers calling in to use IVR instead of getting an actual person. Using backend info about power grid, billing info, etc., and using IVR for user to be able to search and gather info about their account.
Education / Experience:
Bachelor’s Degree preferred, Associates degree or less acceptable with additional experience
N-ovation Technology Group, LLC (NTG) provides best in class IT Network Design, Architecture, and Integration Services. Our staff has been at the forefront of strategy and technology for more than 40 years in the government and commercial industry. Today, the firm provides management and technology consulting, cyber, cloud and networking engineering services to leading Fortune 500 corporations, governments and not-for-profits. NTG partners with public and private sector clients to solve their most difficult challenges through a combination of staff-augmentation, program management, consulting, technology, systems engineering, cybersecurity and innovation. NTG’s dedication to excellence and our commitment to customer satisfaction is priority. We believe in our vision wholeheartedly and set an example for outstanding customer service. NTG was established on the core strength of “integrity”. We will always be honest, upfront and transparent with our clients.
N-ovation Technology Group, LLC is 100% Veteran Owned company and an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans. We encourage Veterans to join our team.
Physical Requirements: While performing the duties of this job, the employee is regularly required to talk, hear, and use hands to finger, handle or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision. The employee must occasionally lift or move up to 25 pounds. Employee may be required to stand and walk for several hours performing various job related duties.
This position description reflects NTG's assignment of essential functions; nothing in this job description restricts the Company's latitude to assign or reassign duties and responsibilities to this job at any time.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.