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Contact Center Engineer Full-time

at INNOVATUS in Georgia (Published at 04-12-2019)

Innovatus Group is looking to hire a full-time Contact Center Engineer to provide Expert level support to a Cisco/UCCE system. Candidate must be a US citizen and able to obtain Public Trust Clearance.

This position requires an individual who is driven and self motivated with the ability to work independently to deliver timely solutions in an active and complex environment. Engineering support entails system architecture, system design, system integration and issue resolution.
Tasks of the Engineer will include a combination of planning, initiating, managing, executing, closing, and reporting out on small and large-scale projects in support of the contact center.

  • Ongoing UCCE and supplemental system maintenance, issue resolution
  • Call flow development, changes and related documentation
  • Design changes for, configuration and support the VAM Cisco UCCE Environment. (ICM, CVP, CUCM, Finesse, CUIC, Nuance)
  • Maintenance, monitoring and issue resolution for VAM Technical environment (UCS / Gateways, VMs (Windows and Linux), private network routers)
  • CUCM, Unity, Ingress / VXML gateways configuration changes
  • Update System Run Books, defining day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure.
  • Prepare documentation for Cisco?s A2Q process
  • Provide support including opening tickets, provide access, and troubleshooting, patching, and upgrading QA and WFM solutions
  • Development of the ICM Scripts and complex speech enabled CVP applications, including developing CVP custom elements and web services calls.
  • Develop IVR / Speech applications using CVP Studio, VXML, and Java - Integrate to backend systems such as web services, databases, CTI, and reporting
  • Develop simple grammars for speech applications
  • Perform application development for self-service IVR applications and/or call routing as needed by the VAM team supported LOBs

Skills & Qualifications:

  • Implementation, administration, troubleshooting and support experience with Cisco UC/UCCE/ICM/CVP Enterprise applications (Tier 2-3 level), UCCE is the prime focus, CUCM ? good working knowledge to be able to support VoIP engineer.
  • Experience with design, integration, and enhancement of UC/UCCE/ICM/CVP Enterprise
  • Experience in developing ICM Scripts and basic CVP applications.
  • Experience with VXML, basic knowledge of SSML, XML, JAVA, J2EE, JSP, .NET, C#, ASP is a big plus
  • Troubleshooting UC/UCCE/ICM/CVP/Gateways issues (SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis)
  • Cisco Voice Gateways (Ingress/Egress) and VXML Gateways
  • SCCP, SIP, MGCP protocols
  • Troubleshooting UC/UCCE/ICM/CVP/Gateways issues (SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis)
  • Cisco CVP platform & CVP Studio including java development of custom elements
  • Nuance speech engines (ASR/ TTS) and tools with an emphasis on Nuance OSR, Recognizer v9, and Speechify - Nuance MRCP
  • Nuance ASR/TTS

Other Requirements:

  • A bachelor's degree in a related technical area
  • 8+ years of experience
  • Exceptional organizational skills, attention to detail, and ability to work under tight deadlines
  • Citizenship: U.S. Citizen
  • Security clearance: Must be able to hold a federal security clearance.


Job Type: Full-time


  • contact center engineer: 8 years (Preferred)


  • Bachelor's (Required)

Work Location:

  • One location


  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid time off


  • Monday to Friday

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