An employer is seeking a Cisco ICM Analyst to sit remote. This individual will be supporting the clinical department. They are being brought to help with incoming work and to help with the ICM upgrade to 11.6. They will be taking care of work orders (changing load balancing between skill sets, creating new skills, change hours of operations of call center, help provision toll free numbers). They will also be helping with design, testing and analysis of call routing initiatives.
20% Design call routing system requirements
30% Code call delivery system
20% Test coding associated with call routing initiatives
15% SQL Query Creation / Execution
15% Coordinate call flow development activities
10 years of experience with Cisco Intelligent Contact Management product (should consider themselves an expert with ICM)
ICM Scripting Expert
Strong business, operational, and procedural knowledge of a call center
Experience in development of documentation (process flows, SOPs, etc.)
Technical understanding of telecom hardware (e.g., PBX, ACD, IVR)
Experience running creating and running SQL queries from scratch against HDS (Historical Data Server) EX: someone called in from a toll free number and this person can run a query to analyze all of the data from the call.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.