Job Description

ICM/CVP Consultant

14319

Location: Remote

This position has the opportunity to go perm but does require living within 100 miles of a client facility, otherwise the role can be straight contract

Duration: 12+ Months

Rate: $50.14

Client Locations: Richardson, TX/Chicago, IL/Tulsa, OK/Albuquerque, NM/Helena, MT

OVERVIEW: The CRS Group is currently looking for a Developer – Lead for one of our clients in Richardson, TX. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.

JOB DESCRIPTION:

This position is responsible for providing technical and reporting administration with Intelligent Call Management (ICM), Customer Voice Portal (CVP), Cisco, Aceyus support to the SDO Contact Centers to help them utilize contact center technology to effectively manage contact center resources to meet strategic and immediate services goals, and interacting with technology vendors, ITG and contact center management to coordinate acquisition of additional technical facilities, enhance processes and resolve problems.

QUALIFICATIONS:

·         Bachelor degree or 4 years of experience working in a customer service or telecommunications position

·         5 years’ experience in providing contact center technical or reporting support in Cisco contact center environment

·         Project management experience in leading call center technical and reporting projects.

·         Specific experience with installation, support, and maintenance of Unified Cisco Contact Enterprise (UCCE), in developing and                modifying contact flows and in designing/supporting Cisco ICM/CVP applications and reports.

·         Experience in interacting with long distance and local service providers; ordering facilities, reporting and troubleshooting.

·         Experience with skills-based and precision routing product and familiarity with custom reporting package.

·         Experience with AT&T's Route-it, Cisco's ICM and CVP, workforce management and/or Visio software a plus.

·         PC proficiency to include Word, Excel, PowerPoint and Lotus Notes.

·         Strong interpersonal, negotiation and problem-solving skills.

·         Analytical skills with ability to translate business needs into technical requirements and provide training and consulting services.

·         Clear and concise verbal and written communication skills with ability to work independently or within a team to achieve results.

QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, AGE, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY, PROTECTED VETERAN STATUS, OR GENETIC INFORMATION.

Company Description

Founded in 1994 as Computer Resource Solutions, The CRS Group is a privately held company with offices in Itasca, IL and downtown Chicago. CRSG provides staffing solutions to Fortune 500 companies by successfully managing their IT contingent workforce needs. We expanded our offerings to extend that same high-quality service to other business needs, including creative, marketing, finance, legal and HR.