Job Description

Job Title: Call Routing Developer

Location: Remote

Company:  WhiteStone’s Client – Major Canadian Financial Institution

Job Type:  Contract (1 year) with possibility to renew

Hours:  7.5 hours/day, 37.5 hours/week

Application Deadline:  December 20th, 2024 @ 12:00 p.m.

Job Description

The Whitestone Group is seeking a Call Routing Developer to develop Contact Centre applications primarily related to call routing and reporting on our client’s North American Contact Center platform. As part of your duties, you will be responsible to understand the requirements, perform the programming in non-production and production environments, implement the solution and build the required technical and operational documentation. You will also be responsible for all communications with your client.

KEY RESPONSIBILITIES:

• Design, configure, and implement Cisco ICM solutions, including scripting and integration with other Cisco contact center products such as UCCE (Unified Contact Center Enterprise) and CVP (Customer Voice Portal)
• Integrate Cisco ICM with other telephony, CRM, and third-party systems such as eGain Virtualized Interaction Manager (VIM)
• Customize ICM scripts to meet specific business requirements, ensuring high system performance and reliability.
• Work closely with cross-functional teams, including network engineers, application developers, and business stakeholders, to deliver robust solutions.
• Act as a subject matter expert for Cisco ICM in project discussions and planning.
• Provide advanced troubleshooting for ICM and associated contact center technologies.
• Resolve incidents and technical issues promptly to minimize downtime and ensure operational continuity.
• Develop comprehensive documentation for system configurations, scripts, and procedures.

You should have a strong knowledge of the following components and be proficient with these Contact Center applications:

Platforms

• Cisco Unified Intelligent Contact Management Enterprise (UCCE)
• Cisco Unified Customer Voice Portal (CVP)
• Cisco Unified Communications Manager (Call Manager)
• Cisco Unity Connection – call handler (CUC)
• eGain Virtualized Interaction Manager (VIM)
• NICE IEX Workforce Management
• Verint – Ultra Call Recording tool

Development environments

• ICM: Cisco Script Editor & Configuration Manager
• CVP: Cisco Call Studio
• Java: Interacting with database back-end using JDBC under Apache Tomcat
• SQL: SQL queries using joins, views, stored procedures, etc.
• C#: Customized Cisco Agent Desktop (fat clients)
• JavaScript / HTML: Customized Finesse Agent Desktop (web-based clients)

QUALIFICATIONS:

• Education: Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.

• Experience:
  • 5+ years of hands-on experience with Cisco ICM/UCCE solutions.
  • Strong experience with scripting and routing concepts in ICM.
  • Familiarity with related Cisco products such as CVP, CUCM (Cisco Unified Communications Manager) and Finesse
  • Experience with eGain Virtualized Interaction Manager (VIM)
  • Experience with Waterfall and Agile project management frameworks and practices.

• Skills:
• Ability to take a pro-active approach to learning, problem solving, taking ownership of issues, and strong follow-up skills
• Organizational skills, independence, diplomacy and adaptability to new technologies
• Ability to organize and manage time effectively and set priorities
• Good analytical mind, analytical in nature and focused on the details
• Deal effectively with external stakeholders, co-workers, staff and management
• Demonstrates flexibility in your business dealings
• Works well under pressure to achieve objectives on time
• Demonstrates ability to work in a job with diverse tasks

 Preferred Qualifications:

• CCNP Collaboration or CCIE Collaboration Certification (an asset)
• Bilingualism (French/English) both oral and written (an asset)

Why Join Us?

At The Whitestone Group, you’ll play a pivotal role in shaping customer engagement solutions that drive business success. If you thrive in a dynamic, collaborative environment and have a passion for contact center technologies, we’d love to hear from you!