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Ishan Technologies

4 months ago

Mumbai, India Ishan Technologies Full time

Job Description :


Manager HCC Services Engineering is an SME for Technical Solution Engineering for the Hosted Contact Center Solutions. He will lead the development of applications for the OEM ACD solution Viz. Cisco, Genesys, CX One Nice etc.


He will design solution, develop, and implement it for customer's instances . He will be responsible to provide design documents e. Engineering plan, HLD, LLD.

He will be a team member working in collaboration with cross functional teams for services launch / rollout, customer onboarding for revenue growth of organisation.

Responsibilities :

- Consult Business team for the technical requirements of the product and services for Contact center services.

- Design , develop and implement high quality APIs that meet business requirements for additional capabilities, functions.

- Design, develop and implement contact center IVR applications and Migrate conduct migrations to Genesys, Cisco, Nice CX One contact Center.

- Develop applications, IVR applications, 3rd party systems integrations for the customer's requirement with the OEM ACD solutions.

- Create comprehensive design documentation.

- Implementation of APIs/ web service integration.

- Conducting the upgrade, update validations in the lab for OEM software releases.

- Creating ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialling lists and rules, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.

- Configuring 3rd party CRM system like SFDC, MS Dynamics, Freshdesk, customer's proprietary CRM, by building integration services (API, URL calls, etc.) to the platforms as part of the call center platform.

- Responsible for configuration of all service requests , development of new flows, data integration, capacity management.

- Trouble-shooting problems during the configuration or go-live stages of client implementations.

Qualifications :

- Bachelor's degree in Electronics and Telecommunications, Computer Science, Information Technology.

- 4+ years of experience Genesys, Cisco, Nice CX One contact Center.

- Extensive experience in trouble shooting of Contact Center Solution incident management.

- Good understanding of SBCs - Cisco CUBE, Oracle, AudioCodes.

- Development experience of new features in IVR/ Routing.


- Experience in REST, SOAP, JSON.

- Experience in reporting, analytics of Genesys, CX One platform.

- Well versed in coding with speech technologies (VXML, CCXML, GRXML, SSML, Java Script, XML, MRCP).

- Deep experience in SIP/VoIP technologies.

- Knowledge of Contact Center technologies, Automated Call Distribution, Intelligent Routing.

Certifications :

- CCIE - CCVP Collaboration

(ref:hirist.tech)