Computer Telephony Integration - cti

E*Pro Consulting service offerings include contingent Staff Augmentation of IT professionals, Permanent Recruiting and Temp-to-Hire. In addition, our industry expertise and knowledge within financial services, Insurance, Telecom, Manufacturing, Technology, Media and Entertainment, Pharmaceutical, Health Care and service industries ensures our services are customized to meet specific needs. For more details please visit our website www.epro-tech.com.

Permanent/Fulltime & Onsite

Job Description: 

• Worked with the Cisco UCCE (Unified Contact Center Enterprise) environment. 
• Familiarity with implementation of Cisco IP Telephony applications including CVP(Cisco Voice portal),ICM (Cisco Intelligent Contact Manager) ,CUIC, Enterprise call routing 
• Knowledge of the Cisco CUCM (Cisco Unified Communications Manager) platform. 

Subject matter expertise in Computer Telephony Integration (CTI) : 

• CTI solution design, development and maintenance 
• Integration of various CTI solutions to the contact Centre architecture 
  
• Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega etc. 
  

Hands on with Intelligent Contact Management (ICM) : 

• ICM scripts development and enhancement 
• Administration of ICM components and tools 
  
• Creation and maintenance of ICM queries (SQL knowledge required) 
  
• Generation of ICM historical and real time database reports 
  
• Perform ICM scripting and configuration 
  

• Knowledge of call center operational dynamics related to CTI (Computer Telephony Integration),Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues 
•  Integration of custom-developed and 3rd-party provided software, IVR (Interactive Voice Response), Call Center and data base integration with the Cisco IP Telephony infrastructure.