GDT - Senior Contact Center Solution Engineer

Description :

Key responsibilities include, but are not limited to :

- 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.

Education : Bachelors or masters degree in computer science or related field

Experience : 5-10yrs

Preferred knowledge, skills, and abilities :

Essential Hard Skills :

- 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.

Preferred Skills :

- Experience with data warehouse design and ETL processes.

- Familiarity with voice and speech technologies (ASR, TTS).

- Knowledge of contact center best practices and customer experience principles.

- Experience in a hybrid (on-premises and cloud) contact center environment.

- Experience migrating from on-premises contact centers to the cloud.