Cisco ICM Routing Engineer
Job Summary
Working remotely on a contract basis, the Cisco ICM Routing Engineer will design, develop, and optimize intelligent call-routing logic for contact-center environments, ensuring effective customer experiences and operational efficiency.
Key Responsibilities
- Design, develop, and maintain Cisco ICM routing scripts and configurations
- Implement and optimize routing strategies based on various customer and operational factors
- Analyze routing performance and troubleshoot production incidents to enhance system reliability
Required Qualifications
- Proficiency in Cisco Unified ICM/UCCE and routing configuration
- Experience with script editing and precision routing
- Knowledge of CVP integration and contact-center routing patterns
- Familiarity with SQL and Cisco reporting concepts
- Ability to support migration from legacy routing strategies to standardized patterns
Complete Job Description
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