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General Datatech India
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Senior Contact Center Solution Engineer

Senior Contact Center Solution Engineer

General Datatech India

5 - 10 years

|

15 - 30 Lacs

Posted:2 weeks ago| Platform:

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Skills Required

ucce icm script icm google dialogflow cisco ucce vxml cvp

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Build and deploy conversational AI solutions with Dialogflow CX, including designing agents, intents, entities, and webhooks.
Create and maintain custom reports and dashboards using Cisco Analyzer for Webex Contact Center, CUIC, and Google Analytics to analyze contact center performance.
Integrate WxCC with CRM systems like Salesforce, Microsoft Dynamics 365, databases (e.g., SQL Server, Oracle), and communication platforms (e.g., email, SMS) using RESTful APIs and cloud integration platforms (GCP). This includes working with APIs for services such as: EPIC, Salesforce, Microsoft Dynamics, Twilio etc.
Work closely with stakeholders to gather requirements, analyze needs, and translate them into technical solutions.
Troubleshoot and resolve technical issues related to contact center systems and applications.

Preferred candidate profile

Strong experience with Webex Contact Center (WxCC), including architecture, APIs, and features.
SQL Server Administration and Development
Expertise in Dialog flow CX for building conversational AI solutions.
Strong knowledge of reporting tools like Cisco Analyzer for WxCC, CUIC, and Google Analytics.
Experience with cloud platforms (AWS, Azure, GCP) and cloud integration technologies.

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General Datatech India

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